Lead and manage Japan-based technical and non-technical support teams to hit KPIs
Understand and improve CX processes to meet local needs and priorities
Collaborate with Japan GTM leaders to translate strategy into CX actions
Analyze data regularly to drive continuous improvements for the Japan market
Handle and manage customer escalations from Japanese users
Jump in to help resolve customer issues during spikes

🎯 Requirements

12+ years in customer support at a software company
5+ years leading and managing a customer support team
Native fluency in Japanese and fluent English
Deep understanding of the Japanese market and customers
Technical knowledge of OAuth, SAML, SCIM, and REST APIs
Strong data reporting and analytics skills

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