Technical Support Lead - XLOC

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At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. www.keywordsstudios.com

As a Technical Support Lead you will be responsible for managing the daily operations of the technical support team, ensuring effective client support and efficient task coordination. The role focuses on team leadership, workflow improvement, and maintaining high standards in service delivery.

Main Responsibilities

Act as the main point of contact for the technical support team and assign tasks as needed.
Provide guidance and mentorship to team members, supporting professional growth and quality of work.
Maintain regular communication with clients to understand and support their ongoing needs.
Escalate customer feedback or critical issues to relevant internal stakeholders when appropriate.
Identify and implement improvements to workflows, tools, and processes to increase team efficiency, reduce support costs, and establish best practices.
Coordinate and participate in weekly team meetings to review outstanding work requests, support hours, and performance.
Collaborate with other internal stakeholders who assign tasks to the support team, helping to manage expectations and prioritize work.
Ensure documentation and internal knowledge resources are accurate and up to date.
Take ownership of escalated or high-priority support issues and follow through to resolution.
Contribute to hiring and onboarding new technical support staff as needed.
Perform other related duties as assigned.

Experience & Requirements

2+ years of experience in a technical support or operations role, including task coordination or informal leadership responsibilities.
Strong organizational and communication skills, with the ability to interact directly with clients on a daily basis.
Proficient in managing file-based workflows and handling a variety of file types using tools such as Excel and other industry-standard utilities.
Solid understanding of localization workflows, tools, and processes, with the ability to guide others and make informed decisions in a localization context.
Experience using task and issue tracking systems such as Jira to manage support requests and project progress.