Customer Care Center Japan Operation Supervisor
Core
Leading a remote team providing high-quality customer support to Japan-based consumers and commercial clients, focusing on CSAT, resolution rates, and operational efficiency.
Role type
Senior IC customer care operations supervisor
Builds
Remote customer support services for Japan market
Domain
B2C/B2B customer support operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Japanese (fluent), English (fluent), team management (10+ people), operational metrics management, continuous improvement, cross-functional collaboration, project management, AI adoption, resource planning
Preferred skills
Bachelor's degree in CS or Business Administration, technical knowledge management, stakeholder management
Technologies
Microsoft Office, AI tools, automation solutions, data analytics
Responsibilities
Manage CSAT, service level, RR, productivity, cost, case aging, VIA, and other key operational metrics; Drive productivity improvement, cost optimization, and continuous process improvement; Ensure timely issue resolution and cross-functional collaboration; Drive AI adoption and digital transformation initiatives; Build team capability in technical knowledge and customer handling; Manage capability planning, capacity planning, and workforce coordination
Seniority
Senior, hands-on IC