Job Description
Since 1998, we have been reshaping how players interact with their favorite games, growing into a global team of over 12,000 professionals across 70+ studios in 26 countries. We offer a wide range of solutions from art and audio to testing, localization, and player engagement, providing technical support, community management, and trust & safety services for AAA and indie studios.
Role Overview
As a Shift Lead, your responsibilities include providing assistance to agents and team leaders within the project, troubleshooting agents' technical issues before escalating to IT, and coaching employees. Your primary goal is to ensure the smooth and effective operation of your shift.
Main Responsibilities
- Escalate last‑minute absences and coverage issues to the team leader and Operations Manager.
- Review and monitor agents' daily performance through reports and available tools.
- Escalate more challenging issues and complex questi...