What you’ll do
Team Leadership: Supervise, coach, and mentor CS agents and Team Leads to ensure high performance and career growth.
Operational Excellence: Oversee daily workflow to meet critical KPIs, including Response Time, Resolution Rate, and CSAT (Customer Satisfaction).
Escalation Management: Handle complaints and complex issues from users or drivers with professionalism and a problem-solving mindset.
Process Improvement: Identify "room for improvement" in current workflows and implement data-driven solutions to enhance the customer journey.
Stakeholder Collaboration: Work closely with Marketing, Sales, and Driver Operations to align CS strategies with broader business goals.
Reporting: Analyze daily/weekly performance metrics and present insights to the Customer Service Manager.
System Management : Manage and maintain CS related systems. (e.g. Chatbot and FAQ help centre)
What you’ll need
Experience: Minimum 3–5 years in Customer Service or Operations, with at least 1–2 years in a supervisory or leadership role.
Industry Knowledge: Experience in logistics, e-commerce, or a high-growth startup environment is highly preferred.
Communication: Native-level Japanese ( for local customer nuances) and Business-level English (for communicating with regional/global teams).
Tech Savvy: Proficiency in CRM tools, Google Workspace, and advanced Excel for data analysis.
Mindset: A "can-do" attitude with the ability to remain calm and decisive under high pressure.