Customer Service Team Lead

Job Description This is a recruitment opportunity for a support staff member in a new department at a foreign-owned smartphone manufacturer: pre-purchase customer support. You will be responsible for training and managing team members, leading the team in a rapidly changing environment, and driving the maintenance and improvement of stable, high-quality customer service. (Since this is a work-from-home position, you can cut down on commuting time, making it a highly recommended work-life balance opportunity!) * Team Supervision * Support: Assisting with complex cases and urgent 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 promote 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 for outstanding results. * Daily Operations Management: Approving attendance and leave, facilitating team meetings, and other daily HR-related tasks. * Strategic Initiative Driving: Leading the execution of key initiatives in projects, and effectively sharing and communicating changes and requirements to the team. * Business Improvement: Gathering opinions and feedback from within the team, and proposing and implementing improvements for process optimization and operational efficiency. * Other tasks related to the above and any related tasks assigned by your supervisor. Working Hours 9:00-21:00 (Monday-Friday) & 9:00-18:00 (Saturday-Sunday), 8 hours of actual work within these hours (5 days a week, including weekends and holidays) Two days off per week (8-9 days off per month depending on shift) *Requests for days off can be discussed. 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 context * Management and Leadership Skills: Proven track record and skills to draw out the strengths of team members and support performance improvement and motivation maintenance * Organizational and Coordination Skills: Ability to accurately prioritize and lead the team to achieve goals while multitasking * Flexibility and Resilience: Ability to respond calmly and positively even in rapidly changing environments and high-pressure situations * Communication and Empathy Skills: Ability to listen attentively, taking into account tone, emotions, 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 standards using data analysis and reporting * Individuals who value teamwork and enjoy growing together with team members Japanese Level Native Level