Job Overview
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The Customer Support Manager will be responsible for ensuring that our customers across Asia-Pacific and Japan are supported with the highest level of quality, efficiency and satisfaction. This role requires a leader who can effectively manage a team of customer support representatives and technical support engineers to achieve exceptional results.
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Key Responsibilities:
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* Lead a team of customer support representatives and technical support engineers to meet or exceed quality and performance targets
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* Conduct regular coaching sessions, provide continuous feedback, and grow your team members through professional development opportunities
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* Collaborate with the Global Support Leadership team to contribute to the success of the entire Customer Support department
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* Develop in-depth knowledge of the product and internal systems to provide expert-level support to customers
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* Help direct reports with complex cases and escalations, while maintaining a high level of empathy and professionalism
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* Partner with cross-functional teams, including Sales, Success, and Engineering, to drive business objectives and improve processes
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Requirements:
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* Bachelor's degree in a relevant field, such as tech, business, psychology, or sociology
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* Minimum 4 years of experience in customer-facing roles in tech companies, preferably in SaaS
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* At least 1 year of people management or team leadership experience
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* Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions
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* Excellent collaboration and communication skills, with the ability to work effectively with stakeholders at all levels
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* Ability to work in a fast-paced environment, adapt quickly to changing priorities, and prioritize tasks effectively
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* Proficiency in Japanese is desirable but not required
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