Japanese Customer Support Manager

Work Schedule: Monday to Friday, 9:00 AM – 6:00 PM (including 1-hour lunch break) Additional Requirements: May be required to work up to 2 Saturdays per month and occasional overtime (additional compensation provided) Quick Overview We are hiring on behalf of a client seeking an experienced Japanese Customer Support Manager to lead and develop a growing customer support function focused on international markets. This role is ideal for a customer service leader with strong people management experience, a deep understanding of Japanese business culture, and a passion for delivering exceptional customer experiences. The successful candidate will support VIP clients, manage escalations, mentor team members, and help establish processes and foundations for a growing support operation. Key Responsibilities Provide support to VIP clients within the assigned market Assist customers with technical issues, inquiries, and service-related concerns Handle escalated customer complaints and complex cases Gather and share customer feedback to improve overall customer experience Provide feedback on marketing campaign effectiveness based on customer interactions Manage and evaluate the performance of customer support team members Develop and implement customer service policies and procedures Collaborate with cross-functional teams to ensure a consistent customer experience Maintain up-to-date knowledge of company products and services Coach and mentor team members to improve performance and service quality Requirements Must be a Japanese native Fluent English language skills Minimum 5 years of customer service management experience Strong understanding of Japanese work culture and customer expectations Excellent client-facing and communication skills Strong analytical, problem-solving, and decision-making abilities Ability to manage multiple priorities and work independently Strong organizational and workload management skills Ability to build processes and support the growth of a new team Preferred Experience Experience within FinTech, Financial Services, or online customer support environments Exposure to campaign analysis and marketing strategy development Experience supporting VIP or high-value customers Performance and success-based bonus opportunities Paid holidays and public holidays Positive and collaborative working environment Opportunity to contribute directly to the growth and success of the business #J-18808-Ljbffr