Tokyo, Tokyo, Japan · Hybrid
This opportunity is available across all Player Engagement locations and is intended for internal hiring only. Role Overview As Keywords continues to expand Helpshift Care AI across Player Engagement, the Platform Lead r…
Skills: AI Operations, Platform Administration, Data Analysis, Knowledge Management, Customer Support Workflows
Ciudad de México, Mexico · Hybrid
This opportunity is available across all Player Engagement locations and is intended for internal hiring only. Role Overview As Keywords continues to expand Helpshift Care AI across Player Engagement, the Platform Lead r…
Skills: AI Operations, Platform Administration, Data Analysis, Knowledge Management, Customer Support Workflows
Katowice, Silesian Voivodeship, Poland · Hybrid
This opportunity is available across all Player Engagement locations and is intended for internal hiring only. Role Overview As Keywords continues to expand Helpshift Care AI across Player Engagement, the Platform Lead r…
Skills: AI Operations, Platform Administration, Data Analysis, Knowledge Management, Stakeholder Communication
Manila, Metro Manila, Philippines · Hybrid
This opportunity is available across all Player Engagement locations and is intended for internal hiring only. Role Overview As Keywords continues to expand Helpshift Care AI across Player Engagement, the Platform Lead r…
Skills: AI Operations, Platform Administration, Content Quality Assurance, Data Analysis, Knowledge Management
Manila, Metro Manila, Philippines · On-site
Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We are always there to len…
Skills: Japanese Proficiency, English Proficiency, Customer Support, Ticketing Systems, Translation
Tokyo, Tokyo, Japan · Remote OK
$6000k–$8400k/yr
会社概要 Wizcorpについて 🦄🇯🇵🎮 Wizcorpは東京を拠点とし、100%リモートワークで運営される高度に専門化されたゲーム開発スタジオです。私たちは異文化が融合する情熱的なチームとして、ひとつの目標に向かって取り組んでいます。それは、ゲーム開発に魔法を取り戻すこと。 私たちの取り組み 日々成長する: 技術力が私たちのアイデアを制限することがあってはならない 常識を疑う: 昨日の答えで明日の課題に立ち向かうことはしない…
Skills: VFX Production, Houdini, Unreal Engine, Niagara, Maya
Tokyo, Tokyo, Japan · Remote OK
$3600k–$6000k/yr
会社概要 Wizcorpについて 🦄🇯🇵🎮 Wizcorpは東京を拠点とし、100%リモートワークで運営される高度に専門化されたゲーム開発スタジオです。私たちは異文化が融合する情熱的なチームとして、ひとつの目標に向かって取り組んでいます。それは、ゲーム開発に魔法を取り戻すこと。 私たちの取り組み 日々成長する: 技術力が私たちのアイデアを制限することがあってはならない 常識を疑う: 昨日の答えで明日の課題に立ち向かうことはしない…
Skills: VFX Production, Houdini, Unreal Engine Niagara, Maya, Unity
Tokyo, Tokyo, Japan · Remote OK
$6000k–$8400k/yr
会社概要 Wizcorpについて 🦄🇯🇵🎮 Wizcorpは東京を拠点とし、100%リモートワークで運営される高度に専門化されたゲーム開発スタジオです。私たちは異文化が融合する情熱的なチームとして、ひとつの目標に向かって取り組んでいます。それは、ゲーム開発に魔法を取り戻すこと。 私たちの取り組み 日々成長する: 技術力が私たちのアイデアを制限することがあってはならない 常識を疑う: 昨日の答えで明日の課題に立ち向かうことはしない…
Skills: Effect Design, DCC Scripting, Houdini, VEX, Python
Tokyo, Tokyo, Japan · Remote OK
$4800k–$6000k/yr
会社概要 Wizcorpについて 🦄🇯🇵🎮 Wizcorpは東京を拠点とし、100%リモートワークで運営される高度に専門化されたゲーム開発スタジオです。私たちは異文化が融合する情熱的なチームとして、ひとつの目標に向かって取り組んでいます。それは、ゲーム開発に魔法を取り戻すこと。 私たちの取り組み 日々成長する: 技術力が私たちのアイデアを制限することがあってはならない 常識を疑う: 昨日の答えで明日の課題に立ち向かうことはしない…
Skills: Effect Design, DCC Scripting, Houdini, VEX, Python
Tokyo, Tokyo, Japan · Remote OK
会社概要 ■Keywords Studiosについて Keywords Studiosは、ビデオゲーム業界にクリエイティブおよびテクニカルサービスを提供するグローバルリーダーです。25カ国以上、70以上のスタジオに13,000名以上のプロフェッショナルが在籍し、ゲームライフサイクル全体を支える3つのコアサービスラインで事業を展開しています。 サービスライン: Create — ゲーム開発、アート制作、オーディオ制作 Globalize …
Skills: Keyframe Animation, Motion Capture, Unreal Engine, Unity, Autodesk Maya
Tokyo, Japan · Remote OK
Company Description Keywords Studios is a global provider of creative and technical services to the video games industry, with over 13,000 professionals across 70+ studios in 25+ countries. We support clients across the …
Skills: Keyframe Animation, Motion Capture, Unreal Engine, Unity, Autodesk Maya
Tokyo, Japan · Remote OK
Company Description Keywords Studios is a global provider of creative and technical services to the video games industry, with over 13,000 professionals across 70+ studios in 25+ countries. We support clients across the …
Skills: Keyframe Animation, Motion Capture, Unreal Engine, Unity, Autodesk Maya
Tokyo, Tokyo, Japan · Remote OK
会社概要 ■Keywords Studiosについて Keywords Studiosは、ビデオゲーム業界にクリエイティブおよびテクニカルサービスを提供するグローバルリーダーです。25カ国以上、70以上のスタジオに13,000名以上のプロフェッショナルが在籍し、ゲームライフサイクル全体を支える3つのコアサービスラインで事業を展開しています。 サービスライン: Create — ゲーム開発、アート制作、オーディオ制作 Globalize …
Skills: Keyframe Animation, Motion Capture, Unreal Engine, Unity, Autodesk Maya
Tokyo, Japan · Remote OK
Company Description Keywords Studios is a global provider of creative and technical services to the video games industry, with over 13,000 professionals across 70+ studios in 25+ countries. We support clients across the …
Skills: Lighting Creation, Real-time Game Engines, Unreal Engine, Unity, Lumen
Tokyo, Tokyo, Japan · Remote OK
会社概要 ■Keywords Studiosについて Keywords Studiosは、ビデオゲーム業界にクリエイティブおよびテクニカルサービスを提供するグローバルリーダーです。25カ国以上、70以上のスタジオに13,000名以上のプロフェッショナルが在籍し、ゲームライフサイクル全体を支える3つのコアサービスラインで事業を展開しています。 サービスライン: Create — ゲーム開発、アート制作、オーディオ制作 Globalize …
Skills: Lighting Art, Unreal Engine, Unity, Real-time Rendering, Visual Storytelling
Tokyo, Tokyo, Japan · Remote OK
会社概要 ■Keywords Studiosについて Keywords Studiosは、ビデオゲーム業界にクリエイティブおよびテクニカルサービスを提供するグローバルリーダーです。25カ国以上、70以上のスタジオに13,000名以上のプロフェッショナルが在籍し、ゲームライフサイクル全体を支える3つのコアサービスラインで事業を展開しています。 サービスライン: Create — ゲーム開発、アート制作、オーディオ制作 Globalize …
Skills: UI Design, Graphic Design, Motion Graphics, Iconography, Interaction Design
Tokyo, Japan · Remote OK
Company Description Keywords Studios is a global provider of creative and technical services to the video games industry, with over 13,000 professionals across 70+ studios in 25+ countries. We support clients across the …
Skills: UI Design, Graphic Design, Motion Graphics, Iconography, Interaction Design
Tokyo, Tokyo, Japan · Remote OK
$6000k–$8400k/yr
会社概要 Wizcorpについて 🦄🇯🇵🎮 Wizcorpは東京を拠点とし、100%リモートワークで運営される高度に専門化されたゲーム開発スタジオです。私たちは異文化が融合する情熱的なチームとして、ひとつの目標に向かって取り組んでいます。それは、ゲーム開発に魔法を取り戻すこと。 私たちの取り組み 日々成長する: 技術力が私たちのアイデアを制限することがあってはならない 常識を疑う: 昨日の答えで明日の課題に立ち向かうことはしない…
Skills: 3D Background Modeling, Maya, Zbrush, Substance Painter, Houdini
Tokyo, Tokyo, Japan · Remote OK
$3600k–$6000k/yr
会社概要 Wizcorpについて 🦄🇯🇵🎮 Wizcorpは東京を拠点とし、100%リモートワークで運営される高度に専門化されたゲーム開発スタジオです。私たちは異文化が融合する情熱的なチームとして、ひとつの目標に向かって取り組んでいます。それは、ゲーム開発に魔法を取り戻すこと。 私たちの取り組み 日々成長する: 技術力が私たちのアイデアを制限することがあってはならない 常識を疑う: 昨日の答えで明日の課題に立ち向かうことはしない…
Skills: 3D Background Modeling, Maya, Zbrush, Substance Painter, Houdini
Tokyo, Japan · Remote OK
$4800k–$7200k/yr
Company Description About Wizcorp 🦄🇯🇵🎮 Wizcorp is a highly specialized game development studio based in Tokyo and operating 100% remotely. We are a cross-cultural team of passionate individuals working together towar…
Skills: Unreal Engine 4, Unreal Engine 5, C++, Console Development, Debugging
Tokyo, Tokyo, Japan • Hybrid
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
The Platform Lead executes the day-to-day readiness, launch support, and performance monitoring for Helpshift Care AI. They act as a bridge between support operations and AI Ops Managers to ensure platform hygiene and content quality.
Candidates need experience in player support, team leadership, or operations with a strong understanding of support workflows and ticket handling. Proficiency in analyzing automation potential and reviewing support content for AI suitability is required.
This opportunity is available across all Player Engagement locations and is intended for internal hiring only.
Role Overview
As Keywords continues to expand Helpshift Care AI across Player Engagement, the Platform Lead role will be a critical part of making AI adoption successful, stable, and scalable.
Platform Leads work directly under the AI Operations Manager and serve as the day-to-day execution layer for Care AI readiness, launch support, platform hygiene, content quality, and ongoing performance monitoring.
In legacy operations, Team Leaders help Operations Managers turn strategy into daily execution. The Platform Lead plays a similar role in the AI Ops model. The AI Ops Manager owns the broader client journey, value story, launch governance, and stakeholder alignment. The Platform Lead helps make sure the platform, content, workflows, and operational details are ready to support that journey.
This is an opportunity for strong operators who want to build AI fluency, support client transformation, and help shape the future of player support from inside the platform.
What are we looking for?
Communication
· Work closely with AI Ops Managers, client teams, and internal stakeholders to improve content quality and platform readiness.
· Provide practical findings and recommendations to support discovery, launch planning, and client adoption.
· Clearly communicate platform risks, content gaps, performance issues, and improvement opportunities.
· Act as a bridge between day-to-day support operations and the AI Ops Manager’s broader client and governance responsibilities.
Analytics
· Analyze ticket trends, issue types, and support workflows to help identify viable Care AI use cases.
· Categorize tickets based on automation potential, complexity, and player impact.
· Monitor Care AI performance, including automation rates, escalation trends, unresolved topics, and player friction points.
· Identify recurring failure patterns, content gaps, and opportunities for platform optimization.
Business
· Support the AI Ops Manager in preparing Helpshift Care AI for client onboarding, launch, hypercare, and BAU operations.
· Assist with platform setup, configuration checks, workflow readiness, routing logic, escalation paths, and knowledge source alignment.
· Review FAQs, help center content, macros, ticket examples, and support documentation to assess readiness for Care AI.
· Support Care AI launches by validating readiness, testing workflows, monitoring early performance, and identifying post-launch adjustments.
· Maintain documentation of platform actions, account status, known issues, improvements, and follow-up activities.
· Help build scalable templates, checklists, playbooks, and operating procedures that make Care AI deployments more repeatable.
Leadership
· Conduct routine quality reviews to ensure Care AI responses are accurate, aligned with client tone, and safe for the player experience.
· Identify risks related to hallucination, poor source content, incorrect routing, unresolved issues, or low-confidence responses.
· Escalate risks quickly and support corrective action plans.
· Support internal enablement efforts by helping teams understand platform requirements and Care AI operating expectations.
· Help build stronger AI fluency across delivery teams through knowledge sharing and continuous improvement.
You'd be a great fit for this role if you have:
· Experience in player support, customer support, team leadership, quality, knowledge management, platform administration, or operations support.
· Strong understanding of support workflows, ticket handling, escalation paths, macros, FAQs, and help center content.
· Ability to review support content and identify where information is missing, unclear, outdated, or not suitable for automation.
· Comfortable analyzing tickets and categorizing issue types based on automation potential, complexity, and player impact.
· Strong attention to detail when reviewing platform setup, workflows, knowledge sources, and reporting data.
· Ability to manage multiple accounts, priorities, and deadlines while maintaining organized documentation.
· Strong communication skills with the ability to explain issues, risks, and recommendations clearly.
· Comfortable working with technical and non-technical stakeholders.
· Problem-solving mindset with a willingness to investigate issues, identify root causes, and recommend improvements.
· Ability to work closely with an AI Ops Manager, take direction, provide operational insight, and execute with ownership.
· Interest in AI, automation, Helpshift, player support, and the future of gaming customer experience.
· Commitment to quality, player trust, and continuous improvement.
Nice-to-haves
· Experience with Helpshift or other customer support platforms.
· Exposure to AI-powered support, automation, chatbot, or digital transformation initiatives.
· Experience supporting launches, hypercare programs, or operational readiness activities.
· Background in gaming, player support, or customer experience environments.
· Experience with quality, reporting, knowledge management, or process improvement initiatives.
· Passion for AI, gaming, and the evolution of player support operations.
What Success Looks Like
· Care AI launches are well-prepared, organized, and supported through strong operational execution.
· Knowledge bases, workflows, and platform configurations are reviewed and maintained to support AI performance.
· Risks are identified early, escalated appropriately, and addressed before they impact clients or players.
· AI performance is monitored consistently and improvement opportunities are surfaced proactively.
· Keywords continues to scale Care AI through a repeatable, reliable, and commercially valuable operating model.
· Platform Leads help build the execution layer required to support the next generation of AI-powered player support.
Based on location-specific benefits
🎮🎬 We help make video games, films, and fan favourites you’ve probably played, watched, or heard.
We work behind the scenes with game developers, publishers, and entertainment companies to bring their ideas to life and keep them running smoothly. From game development and art production to audio services, localization, game testing, community support, and marketing, we’re the partner you call when you need extra hands (or brains). We are 13,000 people worldwide. Tech-savvy, AI-aware, and deeply invested in R&D. We’re adaptable, collaborative, and used to plugging into diverse teams and pipelines. Many of us grew up with games, animation, and film. We’re fans first, and that shows in how we work: with care, respect, accessibility, and safety in mind. Whether it’s building innovative experiences, meeting tight deadlines, or preserving creative vision across every language and culture, our services and proprietary tools integrate seamlessly with your team at any stage of the product life cycle. We don’t always make the headlines, but we help others get there. Among our clients: Tencent Games, Microsoft, Ubisoft, Supercell, Bandai Namco, Netflix, Amazon... #ImagineMore
Offices: Whelan House, South County Business Park, Leopardstown, Dublin, Ireland 18, IE · Via Tiberio Imperatore, 15, Rome, Latium 00145, IT · Route Kagurazaka, Bldg. Basement 22-3 Tenjincho Shinjuku-ku, Tokyo, 162-0808, JP · Suite 8400, 1751 Richardson, bureau 8400, Montréal, Québec H3K1G6, CA · 3830 Monte Villa Pkwy, Bothell, Washington 98021, US
🎮🎬 We help make video games, films, and fan favourites you’ve probably played, watched, or heard.
We work behind the scenes with game developers, publishers, and entertainment companies to bring their ideas to life and keep them running smoothly. From game development and art production to audio services, localization, game testing, community support, and marketing, we’re the partner you call when you need extra hands (or brains). We are 13,000 people worldwide. Tech-savvy, AI-aware, and deeply invested in R&D. We’re adaptable, collaborative, and used to plugging into diverse teams and pipelines. Many of us grew up with games, animation, and film. We’re fans first, and that shows in how we work: with care, respect, accessibility, and safety in mind. Whether it’s building innovative experiences, meeting tight deadlines, or preserving creative vision across every language and culture, our services and proprietary tools integrate seamlessly with your team at any stage of the product life cycle. We don’t always make the headlines, but we help others get there. Among our clients: Tencent Games, Microsoft, Ubisoft, Supercell, Bandai Namco, Netflix, Amazon... #ImagineMore
Offices: Whelan House, South County Business Park, Leopardstown, Dublin, Ireland 18, IE · Via Tiberio Imperatore, 15, Rome, Latium 00145, IT · Route Kagurazaka, Bldg. Basement 22-3 Tenjincho Shinjuku-ku, Tokyo, 162-0808, JP · Suite 8400, 1751 Richardson, bureau 8400, Montréal, Québec H3K1G6, CA · 3830 Monte Villa Pkwy, Bothell, Washington 98021, US
