Customer Support Manager

As a Customer Support Manager, you’ll be our front-line in supporting our customers. You’ll play a critical role in providing exceptional customer service and resolving inquiries. You will have the opportunity to learn about the ever-changing mobile app ecosystem and engage with executives and members of high-growth technology companies. We are also looking for someone who is fluent in the Japanese and English languages.

What you will do:

• Provide expert support to customers and internal sales team by responding to customer queries in a timely and accurate manner
• Identify customer needs and help customers use specific features and troubleshooting scenarios
• Act as a bridge between internal teams in sharing relevant customer feedback to help us improve our platform
• Monitor customer complaints and follow up with them to ensure their technical issues are resolved
• Create bug and validation reports, manage their resolution with product and engineering teams
• Report on key customer service metrics and identify noteworthy trends to Team Director

What you will need to succeed:

• Fluency in both the Japanese & English languages
• At least 3-5 years of experience in a customer-facing role, preferably handling customer service, care, or success
• Passionate about providing the exceptional customer experience
• Technical experience on initial troubleshooting front end bug/network issues
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases