Customer Support Team Leader Candidate

This role supports customers of a print e-commerce service. It begins with handling inquiries to build a detailed understanding of customers, operations, and the service, then expands into initiatives that improve response quality, operating efficiency, and customer experience. The role identifies underlying customer issues, proposes solutions, and uses customer feedback to guide operational and service improvements.

Daily customer support includes receiving phone calls, responding to email, and making outbound calls. The position also coordinates with suppliers, including partner printing companies, and with internal departments on matters such as confirming product specifications and discussing changes to orders. The role designs, operates, and standardizes workflows; organizes user guides, manuals, and knowledge resources; and plans and implements operational and service improvements based on data and performance figures.

Team responsibilities include supporting members, handling escalations, operating onboarding and new-hire training programs, managing vendors, setting KPIs, and creating and executing action plans to achieve them. After gaining practical knowledge of the operation, the successful candidate is expected to lead knowledge creation, training, workflow design, and improvement initiatives. The longer-term scope may include team management, KPI management, rebuilding the overall operation, and planning customer-support initiatives for new services.

Required qualifications are basic PC skills, including basic use of Office and Google Sheets; at least three years of business communication experience; and at least one year of customer-facing experience. Relevant experience may include call-center work, customer service, sales, customer support, or customer success. Preferred qualifications include experience managing a team as a team leader or supervisor, operational experience in related areas such as sales administration, experience designing or improving operations, experience defining issues or making proposals based on data and figures, and knowledge of operating or building CRM systems. The role calls for customer-focused and logical communication, proactive improvement work, and the ability to work with a team through change and rapid operational development.

The position is a full-time regular employee role with no fixed contract term.

The work location is the Azabudai office in Minato, Tokyo, or a company-approved home or equivalent location for remote work. The working arrangement combines remote work with office attendance several times a week.

The premises are generally non-smoking indoors or within the site, with designated outdoor smoking areas or smoking rooms. Training includes onboarding, skills-development support, language-learning support, and an unlimited technical-book program for some roles. Assigned duties and work locations may change within the company's defined business locations, including remote-work locations, according to business conditions and the employee's suitability.