プレミアムサポートデリバリーマネージャー/ Premium Support Delivery Manager

A renowned hospitality company is looking for a Premium Support Delivery Manager. The selected candidate will lead premium support operations, manage escalations, drive team performance, and support service improvement initiatives.

Responsibilities:

• Oversee premium support operations and ensure consistent service quality across the team
• Manage complex, urgent, and sensitive escalations that may impact the brand or community
• Coach direct reports through regular feedback, performance reviews, and development plans
• Monitor staffing, onboarding, training, and coverage needs with workforce planning teams
• Lead team engagement, talent development, wellness, and day-to-day people operations
• Support strategic service initiatives, process improvements, and cross-functional projects

Requirements:

• More than 8 years of experience in a customer service or an operations role
• More than 5 years of experience in managing staff & the employee lifecycle
• Experience in driving improved performance of teams as a line manager
• Prior experience in the deployment of resources to manage real-time crisis situations (managing high severity/sensitivity cases and decision-making authority for losses)
• Proven experience in data analysis and reporting to identify performance trends, as well as developing and implementing performance management standards
• Background in translating big picture goals and strategy into implementable and concrete actions for teams (setting operational or functional targets or performance goals)
• Proficient in data analysis and reporting tools to track performance trends (tableau, SQL, Excel, Google Sheets, etc.)
• Fluent level English and Japanese

About the Company:

This well-known company provides an online hospitality marketplace that serves hundreds of countries worldwide. With hundreds of millions of users and thousands of global employees, this rapidly growing company provides an excellent opportunity at any stage of one’s career.

Keywords:

カスタマーサービス, サポート, コミュニケーション, 接客, 求人, 外資系

Job Ref: USO0GT