Senior Manager - Customer Support
Core
Architect and operator for Japan and APAC Customer Support, defining regional strategy and driving performance outcomes.
Role type
Senior Manager, Customer Support (Regional)
Builds
High-performing customer support teams and world-class customer experiences for Japan and APAC markets.
Domain
AI/Translation technology, Customer Experience (CX)
Deliverable
client delivery
Required skills
Regional strategy definition, team leadership (managing managers), performance ownership (CSAT, resolution rates), cross-functional stakeholder management, operational workflow optimization, data-driven decision making, multilingual communication (Japanese/English), product feedback integration.
Preferred skills
Experience with support automation and AI adoption, organizational design, modern support platforms (Zendesk, Salesforce).
Responsibilities
Define regional strategy and roadmap, coach and develop team leaders, optimize support workflows and processes, partner with Product/Engineering on experience improvements, represent region on global leadership team.
Seniority
Senior, hands-on leadership
