Onboard customers to multiple real-estate products, improve workflows through usage and KPI analysis, create cross-sell opportunities, and return customer insights to product development.
About this role
This position sits in the Customer Support team within the Customer Service Group, supporting WealthNavi’s automated asset-management service and related financial products. The team turns customer contact into product improvement and better customer experience. The supervisor leads daily support operations and links customer insight with service improvement across the business.
Responsibilities include resource allocation based on inquiry volume, KPI and staff-performance management, escalation handling, and operational improvement. The role leads QA through interaction monitoring, evaluation, feedback and coaching, and handles onboarding, training, manuals and FAQ development. It analyzes voice-of-customer data and works with development, compliance and other departments on improvements. Named tools include Zendesk, Biztel, KARTE, Slack, Google Workspace, JIRA, Figma, BigQuery and Google Analytics.
Applicants must have practical experience as a supervisor in a call center or customer support department.
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