Sr. Customer Support Specialist

Essential Functions / Job Duties

• Manage outsourced call center partners against multiple KPIs such as service levels, handle time, escalation management, and quality scores
• Effectively and efficiently manage and resolve customer escalations in a timely manner
• Own forecasting of customer contact volumes
• Track and manage costs against forecast and approved budgets
• Drive optimal delegation of tasks to vendors, continuously reviewing scope of work to improve efficiency and internal workload balance
• Lead vendor governance including contract scope optimization and renewal discussions
• Identify and implement opportunities to improve call center efficiency, including tools, scripts, training, and quality programs
• Plan and implement new service offerings to increase customer retention and acquisition
• Analyze and monitor call center performance, and prepare clear and concise reports in English for global stakeholders
• Act as a liaison for technical inquiries, ensuring timely alignment with the appropriate stakeholders and effective rollout of solutions to operations
• Collaborate with global and regional teams to align on best practices and performance standards
• Perform other duties as assigned by the line manager

Qualifications

• 5+ years of experience in customer service or call center management (help desk or contact center environment)
• 5+ years of experience managing third-party vendors, including outsourced call centers
• Experience identifying, selecting, and managing external service providers to meet business requirements
• Understanding repair center and other business operations related to call center management
• Proven ability to identify inefficiencies and drive process improvements
• Experience in budget planning and cost management
• Strong analytical and problem-solving skills, with the ability to clearly structure and summarize data
• Logical and structured thinking; goal- and process-oriented
• Ability to manage multiple priorities and work with autonomy
• Excellent interpersonal and communication skills, with the ability to work effectively with vendors and cross-functional teams
• Strong negotiation and stakeholder management skills
• High level of professionalism and accountability
• Self-starter, results-driven, and team-oriented, with a “can-do” attitude
• Strong prioritization skills and ability to manage multiple tasks effectively
• Native-level Japanese and business-level English (both written and verbal)
• Experience working with global teams across multiple time zones is a plus
• Proficient in Microsoft Office tools
• Ability to plan, execute, and meet deadlines
• Change management capability
• Technical knowledge (e.g., chat support tools, automation, generative AI) is a plus
• Customer experience (CX) management experience is a plus
• Experience in a high-tech environment is preferred; experience in consumer electronics is a plus (not mandatory)