Remote Team Lead

Job Description You will be responsible for training and managing team members. You will lead the team in a rapidly changing environment, driving the maintenance and improvement of consistently high-quality customer service. This is a remote work position. • Team Supervision and Support: Assisting with complex cases and high-priority escalations, and leading risk management. • Member Development and Evaluation: Conducting regular 1-on-1 meetings, performance reviews, behavior-based coaching, and developing individualized support plans to foster growth. • Process Management and Standardization: Establishing and disseminating best practices and guidelines in case management, and documenting and ensuring strict adherence to business processes. • Performance Management: Monitoring team-wide metrics and trends, implementing improvement measures for issues, and providing positive feedback on outstanding results. • Daily Operations Management: Approving attendance and leave, facilitating team meetings, and other daily HR-related tasks. • Driving Strategic Initiatives: Leading the implementation of key initiatives in projects, and effectively sharing changes and requirements with the team. • Communication • Business Improvement: Gathering opinions and feedback from within the team and proposing improvements for process optimization and operational efficiency. • Implementation • Other tasks related to the above and tasks assigned by the supervisor. Working Hours Monday to Friday, 8 hours of work between 9:00 and 21:00; Saturday to Sunday, 9:00 to 18:00. *Five days a week, including weekends and holidays. Job Requirements • Work Experience: At least one year of management experience in customer service or operations (including recent team management experience as a guideline) • Language Skills: Japanese: Ability to communicate smoothly in a business setting • Management and Leadership Skills: Proven track record of drawing out the strengths of team members and supporting performance improvement and motivation maintenance • Skills: • Organizational and Coordination Skills: Ability to prioritize effectively, multitask, and lead the team to achieve goals • Flexibility and Resilience: Ability to respond calmly and positively in rapidly changing environments and high-pressure situations • Communication and Empathy Skills: Ability to listen attentively, considering tone, emotion, and diverse cultural backgrounds, and to collaborate effectively with stakeholders even in sensitive situations • Experience working in the hospitality industry or technology platform-related fields • Extensive experience in high-impact customer support or escalation handling • Experience in understanding performance trends and developing improvement criteria using data analysis and reporting • We are looking for someone who values teamwork and enjoys growing together with team members. Required home environment: ■ A quiet work environment that ensures privacy ■ A workstation (desk and chair) ■ A fixed internet connection (catalog value of 20Mbps or higher) (*Conditions apply) English Level Business Conversation Level (TOEIC 735-860) Japanese Level Native Level Benefits & Perks Annual salary: ¥3,600,000 - ¥4,000,000 Monthly salary: ¥309,120 - ¥335,013 ■ Overtime pay (fully paid) ■ Comprehensive social insurance (health insurance, employee pension, employment insurance, workers' compensation insurance) ■ Annual salary increase ■ Employee referral program (bonus awarded) ■ Free English learning program ■ ANPIC safety confirmation system implemented ■ Full-time employee promotion system ■ Continuous service bonus system (¥10,000 after 6 months of employment / ¥10,000 after 3 years of employment, etc.) ■ Health checkup (half-day paid leave provided) ■ Flexible dress code/hairstyle and hair color ■ Online and offline events held regularly Holidays Two days off per week (8-9 days off per month depending on shift) Job Contract Period Contract employee (with the possibility of becoming a permanent employee depending on performance)