Customer Support Manager

About nanameue, Inc.

At nanameue, Inc our focus is to connect people through social media. nanameue, Inc started in May of 2013 with roots in Japan and Thailand. With growing teams, nanameue, Inc. has built one of Japan’s top chat applications with over 6.5 Million registered users.

Having a global mindset, nanameue, Inc is built with people from a variety of different cultures from Japan, Thailand, Malaysia, Brazil, Australia to name a few.

Our goal is to build a virtual space where everyone can have their presence as themselves and welcome to forgive and accept everyone as they are.

As the Customer Service Manager for our SNS Yay!, you'll lead a team providing exceptional support to our users. Your role involves team management, strategic planning, handling escalations, and optimizing customer experience. If you're a social media enthusiast with leadership skills and a passion for top-notch service, join us in shaping an outstanding SNS experience.

Responsibilities

• Providing outstanding customer service to our users
• Experience in stakeholder management and leading a team to mentor and motivate
• Foster a positive and collaborative work environment as well as professional growth
• Develop and execute user support strategies, optimizing user satisfaction and retention as well as improving internal processes
• Act as a point of contact for complex cases whilst collaborating with relevant departments for speedy resolution
• Collaborate with marketing and product teams to identify opportunities to improve user relations & retention
• Analyze user reports to improve user experience 
• Assist the team as needed
• Shift Work: 5 days a week; flextime system (core time: 11:00 - 15:00), Monday to Sunday (2 days off, to be scheduled with the team and will change monthly as needed with the team) 

Requirements

• 5+ years experience in customer support in the tech field
• Knowledge and passion for SNS and current trends
• Fluent communication skills, both written and verbal, in Japanese & English
• Leadership abilities and motivating teams to achieve objectives
• Analytical mindset with the ability to derive insights from data
• Proficiency in customer service tools, CRM systems, and ticketing platforms (Slack, Jira, Confluence, etc.)
• Experience with Web OR Mobile Application testing and support is nice to have
• A track record of success in improving customer satisfaction and resolving complex issues
• Ability to thrive in a fast-paced and dynamic environment.
• Attention to detail and a commitment to delivering high-quality service

Language Requirement

Fluent in English & Japanese is a MUST

Benefits

• Competitive salary and performance-based bonus plus standard social security insurance
• Hybrid Work Environment
• Holidays: Annual leave, Summer as well as Winter Holidays, Childcare, and Family care leave (Will be adjusted as per shift)
• Support in buying the needed items to make your work easier: applications, a large monitor, even a good chair (unfortunately, pajamas not included)
• Transportation allowance OR if you live near the office, we will give you 20,000 JPY monthly towards your rent
• We will subsidize books, language courses, conference tickets, and even paid apps.