カスタマーサポートリード/ Lead Customer Support

A global technology and industrial solutions company is looking for a Lead Customer Support. The selected candidate will lead customer-facing processes across APAC, drive cross-functional improvements, enhance customer satisfaction, and ensure effective execution of customer support strategies and operational reviews.

Responsibilities:

• Manage a management operating system using enterprise tools to deliver fast and effective customer solutions and improve customer satisfaction
• Drive cross-functional projects by identifying patterns and collaborating with leaders to resolve complex customer issues
• Influence functions across the organisation to improve the ability to meet contractual commitments
• Drive execution of key processes that enable successful customer support and enhance customer experience
• Demonstrate strong process knowledge and implement process discipline across the organisation
• Provide leadership and support to a diverse Customer Core Team
• Collaborate with executive leadership to provide customer and programme updates, drive process improvements, and deliver customer solutions
• Lead and align cross-functional teams to prepare and deliver updates for Executive Reviews, Weekly Operational Reviews, Quarterly Business Reviews, and Leadership Meetings
• Ensure clear actions, strong readiness, and high-quality representation of operational performance

Requirements:

• Bachelor’s degree or above in Business, Engineering, or a related field
• More than 5 years of experience in Business, Customer Support, Engineering, Operations, Supply Chain, and/or Programme Management
• More than 3 years of experience in a direct customer-facing role
• More than 3 years of leadership experience
• Ability to drive organisational change and eliminate non-value-added activities
• Professional level Japanese and English

Preferred requirements:

• Experience in HOS and/or sales
• Possess a valid Six Sigma Blackbelt certification
• Possess a valid PMP certification

About the Company:

A global provider of technology and industrial solutions serving a wide range of industries. The company focuses on operational excellence, customer satisfaction, and innovation through cross-functional collaboration and continuous improvement.

Keywords:

カスタマーサポート, 顧客対応, プロジェクトマネジメント, サプライチェーン, オペレーション管理, リーダーシップ, プロセス改善, 顧客満足度, クロスファンクショナル, エグゼクティブレビュー, 求人, 外資系

Job Ref: MJH71F