Customer Support Team Lead (Future Center Manager) | Bilingual Japanese & English | Global Services for International Residents & Travelers #217

Company Overview

The company operates a diverse range of businesses related to inbound tourism to Japan, providing services that support international visitors before, during, and after their stay.

Business Areas

Wi-Fi & eSIM Services

The company provides rental services for Wi-Fi routers, SIM cards, automatic translation devices, and related products, as well as eSIM services.
These services are available for both domestic use in Japan and international use, catering to customers from Japan and overseas.

Life Media Tech Services

The company delivers information online and provides digital solutions to support the daily lives of foreign residents and visitors in Japan.

Campervan Rental Services

As the official Japanese agent of El Monte RV, a leading campervan rental company in the United States, the company offers:

• Campervan rentals within Japan

• Brokerage services for campervan rentals in the United States, Canada, Australia, and New Zealand

Web Media Services

The company operates web media platforms for inbound travelers to Japan.
By analyzing overseas search keywords and global travel trends on a daily basis, and producing all content exclusively through in-house writers, the company delivers high-quality articles that closely match the needs of users and clients.

Chat Concierge Services (For Travelers and Residents)

Through its proprietary chat application, the company provides concierge services mainly for inbound travelers.
Necessary services are introduced online in multiple languages, and in-house concierge staff support users through the entire process, from consultation to implementation, thereby offering comprehensive lifestyle support for foreign residents in Japan.

Chat Concierge & Inbound Consulting Services (For Businesses)

The company also provides inbound tourism consulting services to business operators such as:

• Restaurants

• Retail stores

• E-commerce companies

• Activity and experience providers

• Media companies

• Transportation and infrastructure companies

These services help businesses enhance their readiness and effectiveness in serving international customers.

Job Description

About the Role

We are looking for a future Customer Support Center Leader who will play a key role in managing and developing our multilingual customer support team. This position offers an opportunity to lead a diverse team, including international staff members, and help deliver exceptional customer experiences to users from around the world.

We believe that strong leaders are built through firsthand experience. Therefore, you will initially work as a frontline customer support specialist while gradually taking on leadership responsibilities. In the future, you will be expected to contribute to organizational management, customer experience improvement, and strategic planning and execution from a leadership perspective.

 

Responsibilities

As a frontline customer support professional, you will directly handle inquiries from international tourists and foreign residents in Japan through multiple communication channels:

Phone support (approximately 40%)
Email support (approximately 40%)
Chat support (approximately 20%)

You will assist customers with:

Travel-related inquiries and tourist information
Troubleshooting and issue resolution
Daily life support for foreign residents in Japan
Escalated and complex cases requiring judgment and problem-solving

In addition to your frontline responsibilities, you will serve as a team leader by:

Coaching and supporting team members
Establishing and maintaining service quality standards
Improving operational processes and workflows
Driving team performance and customer satisfaction
Collaborating with management to enhance customer experience initiatives

This is a hands-on leadership role that requires balancing frontline customer support with team development and operational improvement. By staying close to customers and understanding their needs firsthand, you will be able to identify opportunities for improvement and drive meaningful changes across the organization.

This position is ideal for someone who enjoys building and developing teams while remaining actively involved in day-to-day operations.

Scope of Changes: General duties and responsibilities within the company.

Required Skills & Experience

• Minimum 3 years of experience in a call center, customer support, or customer service environment
  Business-level proficiency in both English and Japanese (reading, writing, and speaking)
• Strong customer communication skills in both languages

Ability to work effectively with international customers and multicultural team members

 

Preferred Qualifications

• Experience as a Team Leader, Supervisor (SV), or people manager in a call center or customer support organization
• Experience in Customer Success
• Experience working at a consumer electronics retailer, including explaining gadgets, devices, or telecommunications plans to customers
• Call center experience in the insurance industry, particularly handling complex products, policies, or service explanations

 

Preferred Tools & Systems Experience

Required

• Microsoft Office
• Google Analytics
• Google Search Console
• Google Ads

Preferred

• Experience using web analytics and optimization tools such as:
  • SEMrush
  • Microsoft Clarity
  • Heatmap analysis tools
  • Other website traffic and user behavior analysis platforms

 

Ideal Candidate Profile

We are looking for someone who:

• Enjoys working in a diverse and multicultural environment
• Has a strong frontline-first mindset and is willing to tackle operational challenges hands-on
• Takes ownership of problems and proactively drives improvements
• Finds fulfillment in helping others grow and maximizing team performance
• Leads by example and earns trust through action
• Is passionate about delivering outstanding customer experiences

 

Compensation & Benefits

Salary: JPY 5,000,000 – 7,000,000 per year
Probation Period: 6 months

Benefits

• Maternity and childcare leave制度 fully implemented

• Transportation allowance (up to JPY 30,000 per month)

• Lunch subsidy covering up to 50% of meal costs, including bento boxes

• Other employee benefits available

Social Insurance: Fully covered
Working Hours: 8:00 a.m.–11:00 p.m. (8 hours of actual work, 1-hour break, shift work)

Measures Against Secondhand Smoke: No Smoking Indoors

Holidays & Leave

• Full two-day off system

• Year-end and New Year holidays

• Paid annual leave

• Maternity leave and childcare leave

• Bereavement leave, among others

 

Hiring Process

• Number of interviews: 2–3 rounds

• Application documents required:

  • Resume / CV

  • Work history

• Interview language: Japanese/English