Sr. Customer Support Specialist

About this task

Job Description:
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)