Customer Support Manager

2 weeks ago

Singapore bitcastle Full time

**About this role**

As we expand and take a more active approach to global expansion, we are looking for a Japanese speaking Customer Support Manager to lead our customer support team in Japan and Vietnam. As part of the customer support team is located in Japan, this role will require Japanese language proficiency and will be fully remote at the moment.

**About the job**
- Establish structure of the global customer support team, delegation of tasks and team management
- Build Customer Success Plans and establish essential goals to aid the customer and drive usage of the platform
- Preparation of manuals related to customer support (e.g. internal manuals, user manuals) in multiple languages
- Statistical/analytical tasks (3C analysis, customer journey analysis, user behavior analysis, transaction analysis, etc.)
- Periodic monitoring of CS activities, daily report, SNS management
- Identify opportunities for improvement within the customer base and internally and propose improvement methods
- Support other departments when required

For reference, the following are the current development languages and systems used.

Backend: nestJS(Node JS), Laravel (PHP),Python

Database: Redis, My SQL

Frontend: Vue JS

Mobile: React Native, Android Native, Swift

DevOps: Git, CI/CD, Docker, Jenkins, GitLabCD

Cloud: AWS

**Minimum Requirements**
- Experience in leading customer support functions
- Strong leadership capabilities
- Strong attention to details and willing to take on new challenges
- Business level English and Japanese language skills (JLPT N2 and above) to communicate with customer support team in Japan
- Ability to analyse in excel and google sheets (At minimum, ability to handle SUM function, IF function, and COUNT series functions)

**Preferred Requirements**
- Experience in similar industries
- Knowledge of SQL

**Job Types**: Full-time, Permanent

**Salary**: $5,000.00 - $7,000.00 per month

**Benefits**:

- Additional leave
- Flexible schedule
- Health insurance
- Professional development
- Work from home

Schedule:

- Flexible hours
- Monday to Friday

Supplemental pay types:

- Performance bonus

**Experience**:

- Japanese Speaking: 1 year (required)

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