Work Schedule: Monday to Friday, 9:00 AM – 6:00 PM (including 1-hour lunch break)

Additional Requirements: May be required to work up to 2 Saturdays per month and occasional overtime (additional compensation provided)

Quick Overview

We are hiring on behalf of a client seeking an experienced Japanese Customer Support Manager to lead and develop a growing customer support function focused on international markets. This role is idóneo for a customer service leader with strong people management experience, a deep understanding of Japanese business culture, and a passion for delivering exceptional customer experiences. The successful candidate will support VIP clients, manage escalations, mentor team members, and help establish processes and foundations for a growing support operation.

Key Responsibilities

- Provide support to VIP clients within the assigned market
- Assist customers with technical issues, inquiries, and service-related concerns
- Handle escalated customer complaints and complex cases
- Gather and share customer feedback to improve overall customer experience
- Provide feedback on marketing campaign effectiveness based on customer interactions
- Manage and evaluate the performance of customer support team members
- Develop and implement customer service policies and procedures




- Collaborate with cross-functional teams to ensure a consistent customer experience
- Maintain up-to-date knowledge of company products and services
- Coach and mentor team members to improve performance and service quality

Requirements

- Must be a Japanese native
- Fluent English language skills
- Minimum 5 years of customer service management experience
- Strong understanding of Japanese work culture and customer expectations
- Excellent client-facing and communication skills
- Strong analytical, problem-solving, and decision-making abilities
- Ability to manage multiple priorities and work independently
- Strong organizational and workload management skills
- Ability to build processes and support the growth of a new team

Preferred Experience

- Experience within FinTech, Financial Services, or online customer support environments
- Exposure to campaign analysis and marketing strategy development
- Experience supporting VIP or high-value customers
- Performance and success-based bonus opportunities
- Paid holidays and public holidays
- Positive and collaborative working environment
- Opportunity to contribute directly to the growth and success of the business

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📌 Japanese Customer Support Manager (Colombia)
🏢 Pro5.ai
📍 Colombia