Customer Support Supervisor, Leadership Candidate

The Customer Support Supervisor will lead contact center operations for GO’s taxi application. Responsibilities include managing operators and adjusting shifts, supporting difficult customer inquiries and handling escalations, and monitoring or partly performing phone, email, and chat support activities.

The role focuses strongly on education and development. The supervisor will create and implement individual development plans, establish new-hire training programs and curricula, and create or update manuals and talk scripts.

The position also covers planning and executing initiatives to achieve KPIs such as answer rate, handling time, and customer satisfaction. The supervisor will optimize processes through PDCA, lead improvement projects with internal departments including sales and development, and collect, analyze, and share the voice of the customer internally.

Depending on experience, preferences, and the selection process, the successful candidate may join either the B2B customer success organization supporting taxi operators or the B2C customer success organization supporting general users. In either organization, the role contributes to customer experience through team building and operational improvement, in addition to day-to-day management.

Required qualifications include at least three years of experience as a supervisor or manager in consumer-facing customer support at a business company or in client work such as BPO or a call center. Basic PC skills are required, including data aggregation and analysis with Excel and preparation of manuals and reports using Word and PowerPoint. Experience managing or leading a team of multiple people or a project is also required.

Preferred experience includes improving center KPIs through individual operator coaching, launching new-hire training or creating curricula, leading improvement projects with other supervisors or departments such as sales and development, and optimizing non-voice channels through chatbot implementation or FAQ development.

The position is full-time and based in Minato, Tokyo. Working hours are 9:00 to 18:00 on a five-day shift schedule that includes weekends and public holidays; weekend work is approximately four times per month. The role uses a hybrid work arrangement, with approximately two days per week in the office. During approximately three months of training, the first month is generally office-based and remote work becomes the main arrangement thereafter, although office attendance may be requested for communication initiatives or in-person meetings. Annual salary is JPY 5,000,000 to 7,000,000, determined according to skills and experience, and includes a fixed overtime allowance for 45 hours per month unless hired as a management supervisor. Benefits include social insurance, transportation expenses up to JPY 50,000 per month, a monthly New Normal allowance of JPY 10,000, child allowances, paid leave, year-end and New Year leave, condolence leave, nursing and caregiving leave, and other company programs.