As a Customer Support Manager, you’ll be our front-line in supporting our customers. You’ll play a critical role in providing exceptional customer service and resolving inquiries. You will have the opportunity to learn about the ever-changing mobile app ecosystem and engage with executives and members of high-growth technology companies. We are also looking for someone who is fluent in the Japanese and English languages.What you will do:Provide expert support to customers and internal sales team by responding to customer queries in a timely and accurate mannerIdentify customer needs and help customers use specific features and troubleshooting scenariosAct as a bridge between internal teams in sharing relevant customer feedback to help us improve our platformMonitor customer complaints and follow up with them to ensure their technical issues are resolvedCreate bug and validation reports, manage their resolution with product and engineering teamsReport on key customer service metrics and identify noteworthy trends to Team DirectorWhat you will need to succeed:Fluency in both the Japanese & English languagesAt least 3-5 years of experience in a customer-facing role, preferably handling customer service, care, or successPassionate about providing the exceptional customer experienceTechnical experience on initial troubleshooting front end bug/network issuesExcellent communication and problem-solving skillsMulti-tasking abilitiesPatience when handling tough cases