💼 About This Role

You'll lead a team of CS Specialists at a fast-growing on-demand delivery platform. Your core impact will be driving efficiency and KPIs like Response Time and CSAT. This role stands out for its stakeholder collaboration across Marketing, Sales, and Driver Operations.

🎯 What You'll Do

• Supervise and coach CS agents and Team Leads.
• Monitor and improve Response Time, Resolution Rate, and CSAT.
• Handle escalated complaints from users or drivers.
• Analyze performance metrics and present insights.

📋 Requirements

• 3–5 years in Customer Service or Operations.
• 1–2 years in a supervisory or leadership role.
• Native-level Japanese and business-level English.
• Proficiency in CRM tools, Google Workspace, and advanced Excel.

✨ Nice to Have

• Experience in logistics, e-commerce, or startup.
• Familiarity with chatbot and FAQ systems.

📨 Hiring Process

Estimated timeline: 1-2 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Technical/behavioral interview· 60 min
3. 3Offer· N/A