Customer Support Team Lead – Player Engagement & Community Management – Bilingual Japanese/English – Gaming Services at arenaflex

About arenaflex – Shaping the Future of Gaming Communities

Since 1998, arenaflex has been on a bold mission to transform how players interact with their favorite games. From a modest start, we have grown into a global powerhouse with more than 12,000 dedicated professionals, operating across 70+ studios in 26 countries. Our portfolio spans the full spectrum of game development support – from art, audio, and testing to localization, and most importantly, Player Engagement.

Our Player Engagement service line is one of the fastest‑growing divisions at arenaflex. We provide technical support, community management, and trust & safety services for both AAA blockbusters and indie gems. By joining our team, you become part of a vibrant ecosystem that empowers developers, delights gamers, and builds lasting player communities worldwide.

Position Overview – Customer Support Team Lead (Internal Posting)

As the Customer Support Team Lead for our Player Engagement division, you will serve as the critical bridge between arenaflex and our valued game studio partners. You will lead, motivate, and develop a diverse team of support specialists, ensuring that every player interaction meets the highest standards of quality, speed, and empathy. Your day‑to‑day responsibilities will blend people management, operational analytics, and strategic communication to keep projects on track and clients delighted.

Key Responsibilities

Leadership & People Management

• Manage, set goals, and lead teams of specialists ranging from small local groups to fully remote squads.
• Coach, mentor, and train shift leads; conduct weekly one‑on‑one sessions to foster continuous improvement.
• Develop and maintain clear schedules that align with client requirements and peak player activity periods.
• Recognize high performers with positive reinforcement and address performance gaps with constructive feedback and, when necessary, disciplinary actions.
• Oversee vacation requests, monitor attendance, and proactively address lateness or absenteeism.
• Serve as the primary escalation point for complex client‑facing issues, ensuring swift resolution and client satisfaction.

Operational Analytics & Reporting

• Monitor ticket databases to guarantee adherence to project KPIs and Service Level Agreements (SLAs).
• Analyze daily and weekly reports, identify anomalies, and implement corrective actions before they impact service quality.
• Create custom CRM and tool views that provide enhanced visibility for stakeholders and support data‑driven decision‑making.
• Demonstrate a deep understanding of player support tools, key support metrics, and how to translate data into actionable insights.
• Produce regular status updates for the Operations Manager, highlighting trends, risks, and opportunities.

Quality Assurance & Continuous Improvement

• Conduct routine quality control checks on support interactions, identifying coaching opportunities and best‑practice sharing.
• Collaborate with the Project Manager to refine processes, update knowledge bases, and embed security standards.
• Develop and maintain training materials, ensuring they evolve with new game releases, platform updates, and emerging support technologies.

Client & Stakeholder Communication

• Maintain a clear line of communication with client partners, providing transparent project status reports and proactive issue mitigation.
• Facilitate regular meetings with internal stakeholders to align on priorities, share insights, and drive cross‑functional collaboration.

Essential Qualifications

• Minimum 2 years of experience in player support, customer support, or a closely related field.
• Business‑level proficiency in both Japanese and English (spoken and written).
• Proven track record of leading teams in a fast‑paced, service‑oriented environment.
• Strong analytical mindset with the ability to interpret complex reports and translate findings into operational improvements.
• Hands‑on experience with ticketing platforms such as Helpshift, Zendesk, or comparable tools, and proficiency with the Google Workspace suite.
• Flexibility to work weekend shifts as required by global player activity patterns.

Preferred Skills & Attributes

• Exceptional multitasking abilities and the capacity to prioritize competing demands under pressure.
• Leadership style that inspires by example, fostering a culture of accuracy, accountability, and continuous learning.
• Conflict resolution expertise, delivering constructive feedback that drives performance uplift.
• Self‑motivation, innovative thinking, and a keen eye for detail.
• Talent identification skills – the ability to spot high‑potential individuals and nurture their growth.
• Familiarity with advanced analytics tools, dashboards, and reporting frameworks.

Compensation, Benefits & Perks

arenaflex offers a competitive compensation package designed to attract and retain top talent. While exact salary figures will be discussed during the interview process, the following benefits are standard for this role:

• Fixed‑term contract (契約社員) with the possibility of extension based on performance.
• Comprehensive social insurance covering health, pension, unemployment, and workers’ accident compensation.
• Commuting allowance up to ¥30,000 per month, reimbursed based on actual travel expenses.
• Work‑from‑home allowance up to ¥10,000 per month to support remote productivity.
• Generous paid annual leave, sick leave, and special leave provisions.
• Employee Referral Program with attractive bonuses for successful hires.
• Language Program offering Japanese and English lessons, as well as certification support.
• Employee Assistance Program (EAP) providing professional counseling and mental‑health resources.
• Relo Club Program – a suite of relocation benefits for eligible candidates.
• Smoke‑free workspace with a designated smoking room for compliance.
• Annual medical check‑up to promote employee well‑being.
• Casual dress code and hairstyle policy, encouraging comfort and self‑expression.
• Regular internal social events – from cherry‑blossom viewings to BBQs and year‑end parties – fostering community and camaraderie.

Career Growth & Development Opportunities

At arenaflex, we invest heavily in our people. As a Customer Support Team Lead, you will have access to:

• Leadership development workshops and mentorship programs tailored for emerging managers.
• Cross‑functional project assignments that broaden your expertise beyond support, including product, QA, and community management.
• Opportunities to attend industry conferences, gaming expos, and professional networking events.
• Clear promotion pathways – from Team Lead to Operations Manager, and eventually to senior leadership roles within the Player Engagement division.
• Continuous learning resources – online courses, certifications, and internal knowledge bases – to keep you at the cutting edge of gaming support technology.

Work Environment & Culture at arenaflex

Our offices blend modern design with comfortable collaborative spaces. Whether you work on‑site or remotely, you’ll experience a culture built on:

• Inclusivity: A diverse workforce where every voice is valued, and multilingual communication is the norm.
• Innovation: Encouragement to experiment with new tools, processes, and ideas that improve player experiences.
• Team Spirit: Regular team‑building activities, hackathons, and celebration of milestones.
• Work‑Life Balance: Flexible scheduling, remote‑work options, and a supportive environment that respects personal commitments.

Working Hours & Schedule

• Standard shift: 8 hours of work plus a 1‑hour break.
• Two days off per week, based on the rotating shift schedule.
• Weekend coverage required to align with global player activity peaks.
• National holidays observed in accordance with local regulations.

Application Process

Our recruitment team conducts a fully online hiring process, from initial screening to final interview. We value transparency, timely communication, and a respectful candidate experience.

If you are passionate about gaming, thrive in a leadership role, and are ready to make a tangible impact on player communities worldwide, we invite you to apply today.

Join arenaflex – Elevate Player Experiences Together

Take the next step in your career by becoming a pivotal part of arenaflex’s Player Engagement team. Your expertise, leadership, and bilingual abilities will help shape the future of gaming support and community building. Apply now and embark on a rewarding journey with a global leader that puts both players and employees at the heart of everything we do.

Privacy Notice

By submitting your application, you acknowledge that your personal data will be collected and processed in accordance with our Applicant Privacy Notice. For full details, please review the notice at https://www.arenaflex.com/en/applicant-privacy-notice.

Others Our recruitment team will conduct a full online recruitment process. We look forward to receiving your application!

Originally posted on Himalayas