Customer Support Team Leader

Job Description: Customer Support Supervisor Duties: ⚫ Responding to and resolving escalations from team members ⚫ Evaluating team members' performance and managing KPIs ⚫ Managing team members' skills development and attendance management ⚫ Attending internal and external meetings and preparing materials ⚫ Reporting special issues, such as system issues and unexpected inbound call volumes, immediately ⚫ Performing other related tasks and tasks as assigned by supervisors as needed Working Hours: 8 hours of work between 8:00 and 21:00 (5 days a week, including weekends and holidays) Job Requirements: ⚫ Operator and leadership experience ⚫ English skills (CEFR B2 level, TOEIC score of 750 or above) ⚫ Strong leadership and goal-achievement skills ⚫ Empathetic communication skills with customers, clients, and team members, including operators ⚫ Time management skills with the ability to organize and prioritize tasks ⚫ Effective problem-solving skills ⚫ Effective coaching and feedback skills ⚫ Ability to analyze data related to operator interactions in accordance with company standards and client expectations ⚫ Skills to bring out the best in team members and promote their growth ⚫ Ability to work efficiently and in an organized manner as a member of an organization ⚫ Basic Microsoft Office skills (chat, email, analysis, document creation) Language Requirements: English Level: Business Conversation Level (TOEIC 735-860) Japanese Level: Native Level Benefits: ■ Overtime pay (fully paid) ■ Complete social insurance (health insurance, employee pension insurance, employment insurance, workers' compensation insurance) ■ Regular annual salary increases ■ Employee referral program (congratulatory bonus) ■ Free English learning program ■ Safety confirmation system ANPIC introduced ■ Full-time employment promotion system ■ Continued employment bonus system (6 months after joining: ¥10,000 / 3 years after joining: ¥10,000, etc.) ■ Health checkup (half-day paid leave) Holidays: Two-day weekend (8-9 days off per month depending on shift) ■ Paid vacation ■ Special vacation: Spouse's birth attendance leave, Marriage leave, Funeral leave ■ Maternity leave and childcare leave ■ Nursing care leave ■ Menstrual leave ■ Disability certificate holder: One day of special leave per month Additional: ■ Dress code/hairstyle/hair color are optional ■ Online and offline events are held as needed ■ Full-time employee contract with 6-month trial period