Localization Support Team Lead

This is a Full Time Job

JobLocalization Support Team Lead

Description
Position Title

Localization Support Team Lead (M-F, 9 am – 6 pm PST)

Position Summary

The Team Lead supervises and provides support to our team of Specialists, while also helping build and maintain positive and engaging collaboration with our multinational and multicultural pool of freelancers, vendors, clients, and teams. The shift will be Monday through Friday, 9:00am to 6:00pm.

About the Team (Localization)

Localization is the process of translating and adapting content to specific geographical regions for consumption in local markets. Though many services make up the elements of the localization process including dubbing and subtitling, the goal of localization is to be authentic to the content being created, protecting the creative vision, specifically for a target market, no matter their language, culture, or location.

Deluxe is one of the world's leading localization providers to the entertainment industry. We provide clients and therefore end users with a worldwide service offering in over 50 languages for theatrical, home entertainment, broadcast TV and streaming services.

Main Duties

In this role, your primary focus will be to provide guidance to the Support Specialists to help them review and resolve queries. You will be working cross functionally with Project Coordination, Talent Acquisition, Linguistic Quality, Translator Resources, Translator Training, Development and other teams to address any escalations or high priority issues. This position reports to the Senior Manager, Localization Support.

Primary Responsibilities
• Follow department specific schedules and guidelines.
• Ensure timely resolution of tickets.
• Communicate clearly and effectively with internal and external clients and customers.
• Participate in all job and personal knowledge training programs, as well as help run meetings or trainings as needed or assigned.
• Supervise work schedule and attendance. Ensure process and policy adherence.
• Liaise and work with other departments for any related work or issues.
• Conduct monthly 1:1s.
• Conduct Quarterly appraisals.
• Mentor new members of the team.
• Maintain a high level of professionalism in all your interactions with internal and external stakeholders.
• Regular review Support ticketing system/Inbox which may include working with JIRA/Freshdesk or manual trackers to ensure all tickets are logged, followed through and resolved within established timelines.
• Identify and address potential system issues that could impact our users or clients or opportunities to improve support processes and workflow.
• Review queries and assign to the appropriate individuals or department leads for resolution. Issues may range from software bugs, to billing issues, service questions, mediations, and general concerns.
• Communicate updates, information or issues with the Support Team.
• Proactively recognize potential issues and roadblocks, and take initiative to investigate, reach out to other teams and, where appropriate, make decisions to resolve issues.
• Provide support to high profile clients, client translators and client linguist representatives.
• Assist with analyzing data and trends related to user queries; assist with establishing insights and process improvement proposals based on volume and types of issues being flagged.
• Keep departmental documentation accurate and up to date.
• Be on time and fully engaged during relevant meetings.
• At all times, demonstrate positive attitude when collaborating with external and internal stakeholders; take initiative and proactively work to resolve queries; flag any concerns to the appropriate department or department managers; escalate any problematic cases that require higher level input; contribute to the various initiatives as they relate to translator community.
• Maintain a voice that represents our company values and make every interaction feel like a small business.
• Other responsibilities assigned as needed.

What You Bring
• Candidates with technical support experience preferred. Experience in working with multinational and multicultural teams and freelancers.
• Subtitling experience will be a plus.
• Excellent written and verbal English communication skills, knowledge of at least one additional language is an advantage.
• Experience with computers and internet.
• Strong research skills. The ability to grasp concepts quickly and effectively: a curious, passionate learner.
• Knowledge of Microsoft Word, Excel and PowerPoint. Experience with Freshdesk and/or Jira is a plus.
• Team player, detail-oriented, proactive.
• Experience in moderating and monitoring discussion groups
• Ability to work under tight deadlines.
• Ability to multi-task and manage complex projects.
• Skilled problem-solver who thinks critically and creatively to resolve issues.
• Strong customer service skills.
• Open to work in all Shifts including day / night.
• Applicant should be flexible with change in work weeks and/or shifts if there's a business need.
• Bachelors or equivalent in Communication, Marketing, Localization Management, Sociology or applicable relevant experience.
• Must be comfortable in a fast-paced environment, reacting quickly to escalations and able to handle high-volume communications from multiple sources.

General Criteria
• Employees should have a minimum of 24 months experience in Deluxe.
• Employees should have a minimum of 12 months experience working with Sfera.
• Must have a minimum of 2 years of experience as an SME (Subject Matter Expert).
• Employees should not have had PIP or disciplinary memo in the last 24 months.
• Applicants should be flexible with changes in work weeks and/or shifts if there is a business need.
• Employee should not have been promoted /changed job through lateral or IJP / transfer from other location in last 12 months.

We offer competitive pay and a comprehensive benefits program including medical, dental & vision coverage, vacation & sick leave, 401(k), and more.

About the Company

Deluxe, a subsidiary of Platinum Equity, is a global leader in media and entertainment services for film, video and online content. Since 1915, Deluxe has been the trusted partner for the world's most successful Hollywood studios, independent film companies, TV networks, exhibitors, advertisers and others, offering best-in-class solutions in post-production, distribution, asset and workflow management, and cloud-based technologies.

With headquarters in Los Angeles and offices around the globe, the company employs over 3,500 of the most talented individuals, developers, and industry veterans worldwide. For more information, please visit www.bydeluxe.com.

Diversity Statement

Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to, and will not be discriminated against, on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, genetic information or any other legally recognized protected basis under federa

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