Premium Support Team Lead
Job Summary
This role is for a Premium Support Team Lead overseeing operator training, team management, and operations for a global vacation rental service. The position is fully remote and requires experience in contact center management with native-level Japanese proficiency. The role involves shift work, including night shifts, with a focus on KPI management and team development.
Responsibilities
- Manage and coach team members
- Monitor KPIs and evaluate performance
- Handle customer service escalations
- Prepare reports and documentation
- Manage shift operations
Required Skills
- Contact center leadership experience
- Native Japanese fluency
- Business English proficiency
- KPI and performance management
- Remote team management
Job Details
Job Description:
As a leader of the Premium Support Team, you will be responsible for operator training and management, as well as team operations.
Main duties:
- Handling escalations from operators
- KPI management and performance evaluation of team members
- Coaching, training, and attendance management of team members
- Participation in various team operations meetings
- Report and document creation
- Responding to and reporting system failures and emergency cases
- Other general team operations duties
*Disclosure of scope of legally mandated changes to job duties: Job duties may change in the future. Details will be provided during the interview.
Working Hours:
Starting September 7th (Monday), 8 hours of work between 8:00 PM and 9:00 AM (5 days a week, including weekends and holidays) (Shift system).
Job Requirements:
[Required]
- Experience as a team leader or supervisor in the contact center, customer support, or BPO industry
- Experience in KPI management, coaching, and training of team members
- Native-level Japanese
- Business-level English (CEFR B2 equivalent / TOEIC 750 equivalent)
- Possession of a valid residence status allowing employment in Japan
[Preferred Qualifications]
- Experience in premium customer support or escalation handling
- Experience managing remote teams
- Experience working in the travel, hotel, OTA, or hospitality industry
- Experience with shift work, including night shifts
Desired Candidate Profile:
- Someone who finds fulfillment in developing team members and managing teams
- Someone who can communicate smoothly with others and carry out tasks effectively
- Someone who can adapt flexibly to a rapidly changing environment
- Someone who wants to advance their career in a global environment
Salary & Benefits:
- Annual salary: ¥6,000,000 - ¥7,000,000
- Monthly salary: ¥500,000 and up
- Salary increase available (based on project evaluation)
- Night shift allowance available (after 10 PM)
- Comprehensive social insurance
- Fully remote work
- Paid leave, Maternity leave, Childcare and family care leave
- Special leave (bereavement, nursing, menstrual leave, etc.)
- Various training programs
Holidays:
- Two days off per week (shift system/8-9 days off per month)
Job Contract Period:
- Contract employee (with the possibility of becoming a permanent employee depending on performance)