Customer Support SME

Appealing Points:

• Lead Enterprise CX Transformation: Drive large-scale customer support and contact center transformation initiatives, assessing current operations and designing future-state operating models across voice, chat, email, social, and self-service channels.
• Shape AI-Powered Customer Experiences: Work with cutting-edge AI, automation, Agent Assist, predictive routing, sentiment analysis, and intelligent knowledge management to modernize customer support operations.
• High-Impact Consulting & Leadership Role: Advise senior leadership, lead strategic workshops, build transformation roadmaps and business cases, and collaborate with global business, technology, AI/ML, and platform teams.

Annual salary : 9 Million yen and Above.

Job Responsibilities:.

• Customer Support Assessment & Transformation:
  • Conduct end-to-end assessments of existing support operations across voice, chat, email, social media, and self-service channels.
  • Analyze customer journeys, support processes, SLAs, KPIs, and CX metrics to identify operational gaps, inefficiencies, and transformation opportunities.
  • Benchmark current capabilities against industry best practices.
• Technology Transformation & Consulting:
  • Define future-state operating models and build phased transformation roadmaps covering process optimization, technology implementation, and CX improvements.
  • Recommend modern technologies—including AI, automation, and agent-assist tools—to drive digital transformation.
  • Prepare business cases, ROI analyses, and define success metrics for proposed solutions.
• Business & Technical Collaboration:
  • Translate complex business requirements into functional, technical, and data specifications for engineering, AI/ML, and platform teams.
  • Provide domain expertise for AI-driven initiatives such as predictive routing, sentiment analysis, intelligent knowledge management, and agent assistance.
• Stakeholder Management:
  • Facilitate workshops and requirement-gathering sessions to ensure alignment between business objectives and technical delivery.
  • Present findings, recommendations, and transformation roadmaps to senior leadership.
  • Collaborate with cross-functional teams to ensure the successful delivery of scalable, future-ready support solutions.

Job Qualifications:

• 12+ years of experience in Customer Support, Contact Center, CX Transformation, Product Management, or Technology Consulting.
• Proven track record of delivering Contact Center/Customer Support transformation programs and enterprise platform implementations.
• Hands-on experience with Contact Center platforms (e.g., Genesys, Salesforce Service Cloud, NICE, Amazon Connect, Zendesk).
• Strong understanding of omnichannel support, Customer 360, contact center operations, and core KPIs (AHT, FCR, CSAT, NPS, SLA).
• Experience in solution consulting, requirements gathering, HLD/LLD review, system integration, and Agile delivery.
• Excellent stakeholder management, communication, and problem-solving skills.

Preferred Qulifications:

• MBA or Master’s degree in Business, Technology, or a related field.
• Telecommunications industry experience in customer support transformation.
• Experience with AI-powered support, automation, Agent Assist, Knowledge Management, chatbots, and Customer 360 platforms.
• Experience integrating CRM, Knowledge Base, IVR, Digital Channels, Data Platforms, and third-party enterprise applications.
• Knowledge of cloud architectures, API integration, microservices, security, and enterprise solution architecture.
• Experience working with cross-functional global teams, vendors, and executive stakeholders.
• Relevant certifications (Salesforce, Genesys, AWS/Azure, TOGAF, PMP, Scrum/Agile, or equivalent).

Language Requirements: Business level Japanese and Business level English

About Company:

The largest eCommerce company in Japan, and the third-largest eCommerce marketplace company worldwide. The organization provides a variety of consumer and business-focused services including e-commerce, e-reading, travel, banking, securities, credit card, e-money, portal and media, online marketing, and professional sports. The company is expanding globally and currently has operations throughout Asia, Western Europe, and the Americas.

[Measures against passive smoking]

No smoking indoors allowed

Designated smoking area

. Skillset Required: Customer Support, Contact Center, CX Transformation, Product Management, Technology Consulting, Customer Journey Analysis, Support Process Analysis, SLA Analysis, KPI Analysis, CX Metrics, Benchmarking, Contact Center Platforms, Genesys, Salesforce Service Cloud, NICE, Amazon Connect, Zendesk, Omnichannel Support, Customer 360, AHT, FCR, CSAT, NPS, SLA, Requirements Gathering, HLD/LLD Review, System Integration, Agile Delivery, Stakeholder Management, Process Optimization, CX Improvement, Business Case Development, ROI Analysis, Success Metrics Definition, AI, Automation, Agent Assist, Predictive Routing, Sentiment Analysis, Intelligent Knowledge Management, Business Requirements Translation, Functional Specifications, AI/ML Initiatives, Workshop Facilitation, Cross-functional Collaboration, AI-powered Support, Chatbots, CRM Integration, Knowledge Base Integration, IVR, Digital Channels, Data Platforms, Third-party Enterprise Application Integration, Cloud Architectures, API Integration, Microservices, Security, Enterprise Solution Architecture, Global Team Collaboration