Helpshift, a Keywords Technology, is a comprehensive end-to-end customer support and engagement platform that seamlessly operates across digital platforms, including mobile, web, PC, console, and XR experiences.  Engineered with an AI-first approach, Helpshift improves customer experience and agent productivity through a unified solution for self-service, conversational support, and ticketing.

In December of 2022, Helpshift joined Keywords Studios, an international technical services provider to the global video games industry. With over 13000+ people and 70+ studios located in Asia, Australia, the Americas and Europe, Keywords Studios provides integrated art creation, marketing services, game development, testing, localization, audio and player support services across more than 50 languages and 16 games platforms. Since joining Keywords Studios, Helpshift offers customers with a complete bespoke end-to-end consumer engagement experience including customer support, trust & safety moderation, community management, and VIP Engagement & Growth.

Job Summary

 

The Manager – People & Culture will be responsible for leading and managing the People & Culture (HR) function in Helpshift. The role involves overseeing the talent attraction, retention and development strategy, business partnering and day-to-day stakeholder management in the studio. The role shall have hands-on ownership of HR operations, employee engagement, internal communication, grievance redressal, compliance, and implementation of company-wide HR policies. As the studio lead for HR, the incumbent will ensure seamless HR delivery while fostering a positive and inclusive studio culture. This is a managerial role that requires strong operational execution and people management skills.

Key Responsibilities

Strategic Support and Business Partnership

Work with P&C Country Manager and partner with the leadership team in designing, implementing and enhancing people programs aimed to attract and retain top talents for the businessCollaborate with Talent Acquisition team to ensure that employer branding, talent sourcing and talent acquisition strategy supports business growthOversee the performance management process and create learning pathways to develop future-ready skills and drive business excellenceDesign and review reward programs to engage talents and motivate performanceProvide guidance on organizational designs/structures and critical people issues to drive operational efficiency, business performance and ensure labor regulatory compliance

 

HR Operations & Compliance

Oversee and ensure smooth execution of core HR processes including onboarding, offboarding, payroll coordination, benefits planning/administration, and HR documentationEnsure timely and accurate statutory compliance (EPF, ESI, Gratuity, LWF, Professional Tax, etc.) in collaboration with vendors and internal teamsSupport audits (internal/statutory/compliance) by preparing and maintaining required documentation and records.Maintain up-to-date employee data, HRIS, and reports in alignment with audit and reporting requirements

 

Employee Engagement & Experience

Plan, organize, and lead employee engagement initiatives including monthly activities, festival celebrations, leadership connects, milestone recognition, and employee wellness programsDrive studio-level programs to support motivation, morale, and team bonding aligned with the company’s valuesAdminister employee recognition programs and regularly assess effectiveness and participationConduct feedback sessions, skip meetings, and periodic check-ins to gather insights and suggest improvements

 

Internal Communication & Culture

Own studio-level communication initiatives such as leadership messages, event announcements, internal campaigns, etc.Ensure internal communications are timely, engaging, and aligned with broader company messages

 

Employee Relations & Grievance Handling

Serve as the escalation point of contact for employee concerns, complaints, and grievance redressal in the studioHandle issues with empathy, professionalism, and in alignment with company policies and escalation matricesCounsel leaders and employees where required and maintain transparent and confidential communication channels

 

Reporting & Analytics

Maintain and publish HR dashboards, MIS, and monthly reports on employee engagement, attrition, headcount, and complianceShare weekly and monthly updates with key stakeholders and HR leadership

 

Team Management & Collaboration

Provide leadership support and guidance to P&C team members as they deliver timely and efficient services to the businessCoordinate and work closely with interdepartmental Leads and other service providers to ensure smooth operations and employee experienceCollaborate with other P&C teams within and beyond India to ensure delivery of critical people and culture programs and initiatives

Qualifications & Skills

Postgraduate degree/diploma in Human Resources or related field12 + years of total HR experience, with 4–5 years in a managerial role, preferably in a mid-sized technology, product or gaming industry and global/multi-national environmentStrong knowledge of Indian labour laws and statutory compliance requirementsHands-on experience on all HR facets such as employee engagement, HR operations, total rewards, talent development, etc.Excellent interpersonal skills with the ability to build trust and rapport across levelsStrong communication, planning, and execution capabilities

Role Information: IN

Studio:  Keywords Studios (Helpshift)

Location: Asia Pacific

Area of Work: People & Culture

Service: Engage

Employment Type: Full Time

Working Pattern: In Office