Manager - Product Support - Tokyo

Japan - TokyoFull-TimeManagerSupport / Customer Success

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Lead, coach, and develop a high-performing team of Product Support Engineers to deliver world-class customer support
Hire, onboard, and retain top technical talent in the region
Manage, mentor, and grow a team of Product Support Engineers focused on delivering high-quality customer support
Drive team engagement and development
Oversee daily operations, ticket handling, and SLA compliance to ensure timely and effective customer issue resolution
Act as an escalation point for complex customer issues and collaborate cross-functionally with Product Management and Engineering
Build strong relationships with customers and internal partners to ensure alignment and customer satisfaction
Coordinate with global peers in North America, Europe, and Asia for consistent processes and support excellence
Support hiring and onboarding of new engineers to build long-term local capability
Lead local process improvement and training initiatives

5+ years of experience in Application or Technical Product Support within a SaaS or enterprise software environment
3+ years of proven experience managing or leading technical support teams
Demonstrated ability to manage escalations and customer communications effectively
Strong leadership and people-management skills with a coaching mindset
Experience with enterprise ticketing systems (Zendesk, Jira Service Management, or similar)
Excellent communication and collaboration skills, both verbal and written
Fluent in Japanese and proficient in English (both verbal and written)
Based in Tokyo, Japan, and eligible to work in Japan

Opportunity to work in a collaborative, global environment.
Be part of a Public Benefit Corporation (PBC) committed to doing the right thing for customers, employees, and society.
Stock Options
Gym, internet and phone allowance
Private health cover allowance