Customer Support Manager Candidate

About this role

This role manages the operation of the Customer Support team, supports members, handles escalations, and develops team members through 1-on-1s, feedback, and onboarding. It designs, manages, and improves KPIs including inquiry volume, first-contact resolution, response quality, productivity, and customer satisfaction.

The manager analyzes inquiry data, customer data, and voice-of-customer information to identify issues, plan and execute improvements, and verify their impact. The role also develops ways to detect signs of stalled product use or cancellation risk from inquiries and customer conditions, and plans Support initiatives that improve satisfaction, continued use, and churn prevention.

Responsibilities include designing and improving collaboration processes with Customer Success and Sales, defining responsibilities and escalation flows with CRE and Product, and establishing support operations across multiple channels such as email and telephone. The role promotes knowledge management covering FAQs, help pages, and internal knowledge, monitors and improves support quality, standardizes and streamlines operations, and advances automation and AI use. It also contributes to hiring, team structure, role definition, and the redesign of Support’s KPIs, processes, and organizational model as the organization grows.

The position is part of a B2B SaaS and AI product environment. Required experience includes practical Customer Support experience in B2B SaaS; leadership, management, or an equivalent role in a Support team; member development, feedback, and operational management; using inquiry data and KPIs to identify issues and implement and verify improvements; combining quantitative data with qualitative inquiry and voice-of-customer information; designing or improving workflows, operating rules, and escalations; and resolving customer or organizational issues in cooperation with Customer Success, Sales, Product, or other departments. Candidates must be comfortable communicating by telephone with corporate customers and able to handle customer interactions when needed.

Preferred experience includes managing a B2B SaaS Customer Support organization, launching or reorganizing a Support team, designing collaboration with Customer Success, improving metrics such as customer satisfaction, NPS, retention, and churn, operating with multiple support indicators, and analyzing information with BI tools, CRM systems, or customer support tools. Experience with Salesforce or other CRM/SFA systems, multichannel support including telephone, FAQ and self-service knowledge strategies, hiring and people management, BPO or external support partners, and AI, chatbots, or automation is also welcomed.

The work location is in Marunouchi, Chiyoda-ku, Tokyo, and the posting states that full remote work is available from any location, including home, where information security is ensured, except for some positions. Working hours use a flextime system with no core time. The listed annual salary range is JPY 7.5 million to JPY 12 million and is determined according to experience and ability. The example compensation is JPY 8 million annually paid in 12 installments. A fixed overtime allowance for 45 hours is included, with additional overtime premiums paid for work exceeding 45 hours.

The employment type is listed as full-time, while the employment section states that entry may be as either a regular employee or a contract employee after consultation. The probationary period is six months, with the same salary and treatment after the probation period. Benefits and conditions include paid transportation, company-leased housing, social insurance, a company-provided Mac or Windows PC, book-purchase assistance, multilingual learning or lesson support, babysitter-cost assistance, seminar and study-session support, certification-cost support, and approved side work. Holidays include a two-day weekly schedule, public holidays, annual paid leave, year-end and New Year holidays, summer leave, family leave, birthday leave, condolence leave, and other statutory leave. Selection consists of document screening followed by one to three interviews; business roles may include a reference check before the final interview. Applicants who are not native Japanese speakers are asked to provide their JLPT level where possible.