Infra Tech Support Assoc Mgr

Key Responsibilities: 1. Team Performance Management: o Own and monitor the performance of the technical support team, ensuring that all team members meet or exceed expectations. o Conduct frequent 1:1 meetings with team members to gather feedback, address process inefficiencies, and discuss team-related concerns. o Deliver performance reviews to team members and provide actionable feedback to promote their growth. o Create, implement, and follow up on Performance Improvement Plans (PIPs) where necessary to address underperformance. 2. Leadership and Communication: o Communicate the team's vision and strategic goals, including any changes, to ensure alignment with organizational objectives. o Review and improve case-handling processes to enhance efficiency and client satisfaction. o Track case handling and time management metrics, ensuring optimal productivity and service quality. 3.Operational Improvement: o Identify and implement initiatives to boost customer satisfaction, improve case quality, and increase team efficiency. o Create and implement individual, team, and site-wide action plans, and regularly communicate these initiatives and results to the client. o Lead efforts to review and refine case-handling workflows to drive continuous improvement. 4. Client Management: o Build and maintain a productive relationship with the client, ensuring open communication and fostering a retention-focused team culture. o Serve as the primary point of contact for client feedback, sharing team performance updates and initiatives to enhance the relationship. 5. Reporting and Review: o Own and prepare weekly KPI reports, presenting content during performance reviews and providing detailed insights to the client. o Ensure that all performance metrics and deliverables are met, communicating any challenges or achievements to stakeholders. Requirements: 1. Language Proficiency: o Ability to read and write in Japanese is required (fluency preferred). o Japanese certification is a plus. o Proficiency in English is essential. 2. Experience: o At least 4 years of experience in a customer support role, preferably non-voice. 3. Technical Skills: o Familiarity with Google Workspace is a strong advantage; certification in Google Workspace is a plus. 4. Leadership Skills: o Experience in team management, including performance monitoring, delivering reviews, and managing improvement plans. o Strong communication and interpersonal skills to manage relationships with team members and clients. 5. Operational Expertise: o Proven ability to review, refine, and improve support processes. o Ability to analyze and track team performance against KPIs and implement improvement strategies.