Tech Stack

Description

You will support internal CS services as an operational expert, handling casework and enabling smooth team functioning. This involves managing queues, providing consultative guidance, handling high-severity cases, and collaborating with cross-functional partners to improve service delivery.

Requirements

• Minimum 3 years of experience on operations teams.
• Experience managing high severity/sensitivity cases and decision-making authority for losses.
• Experience in coordinating operational teams, documenting ways of working, and handling IT issues.
• Hospitality experience is a plus; comfort with communicating with customers is a must.
• Knowledge of Google Sheets, SQL, and Salesforce is a plus.
• Language proficiency in English and Japanese.
• Bachelor’s Degree, or equivalent work experience.
• Ability to work in high-pressure environment with sensitive content.
• Ability to work weekend days, public holidays, and early morning/evening shifts.
• Excellent interpersonal and communication skills.
• Extremely organized with ability to multitask and prioritize.
• Calm and empathetic in tough situations.
• Ownership mentality and ability to drive work forward in ambiguity.
• Ability to understand and report data performance results.
• Ability to collect feedback and translate into improvements.
• Detailed understanding of customer service operations.
• Quick learner with curious mindset.
• Adaptability to new tasks and changing priorities.

Responsibilities

• Enable successful resolution of core customer-facing work.
• Provide consultative guidance for day-to-day case handling and approve losses.
• Act as Delivery’s first line of escalation support and handle high severity/sensitivity cases.
• Manage slack/zoom consultations and act as floor support.
• Ensure the teams’ work is balanced and inbound volume is handled.
• Maintain team schedule and conduct real-time workforce management.
• Propose changes in tools, workflows, or best practices.
• Summarize and escalate issues to high level stakeholders.
• Maintain deep knowledge of policies and operations.
• Provide recommendations and insights on service performance.
• Report out on performance trends to Delivery leadership.
• Close the loop with Training for areas needing improvement.
• Document ways of working and best practices.
• Support continuous improvement activities as SME/POC.
• Sit on hiring panels and support onboarding.
• Drive internal Delivery improvement initiatives.