Global Customer Support Manager - Everything You Need to Know
We all need support.
We all need customers.
We are all residents of the globe.
That is why this company is looking to bring on a Global Customer Support Manager.
This week I spoke with Shivangi Dharne, a tech recruiter in Tokyo, about a role with a Japanese company going global.
Shivangi specialized in customer facing engineering roles, and provided her expertise for the Client Facing Engineer Position Guide.
She gave me all of the insights you need to know about the Global Customer Support Manager: what it is, what they do, the requirements, and tips on landing a job.
There’s a lot to cover, so let’s get started.
What is a Global Customer Support Manager?
You will assist Japanese companies going global by establishing customer support centers and building IT support teams, with a strong emphasis on quality assurance.
This leadership role blends B2B consulting with operational management, offering a unique opportunity to shape the customer support landscape.
About the Company
Evaluating this opportunity involves understanding the company's unique character.
This organization, recognized for its diverse workforce, offers a flexible and relaxed office culture. The casual work environment mirrors a contemporary approach to corporate life.
The company is distinguished by its significant merit increase rates and a strong commitment to employee advancement.
Operating beyond Japan, it has a significant footprint in the Asia-Pacific region, where English serves as the primary working language in international offices.
Responsibilities
In this pivotal role, your responsibilities will include:
Leading and promoting quality assurance activities in the early stages of IT service implementation projects. This involves working closely with project teams to ensure that all aspects of the IT service provision align with the highest standards of quality.
Formulating IT service provision plans for downstream processes. You'll be responsible for designing and executing strategies that not only deliver IT services efficiently but also maintain their quality over time.
Acting as the lead for improvement activities by proposing and delivering optimal solutions to various customer issues in the field of IT service provision, particularly in operation and maintenance areas.
Collaborating with teams like the Support Center for B2B business package products, Chatbot construction support, and customer success operations. This will involve managing and overseeing a range of customer support services and technologies.
Ensuring efficiency in responding to inquiries from non-IT department users, which typically involves FAQ management, manual creation, Chatbot construction support, and more.
Initiating and creating new business opportunities while ensuring Salesforce quality assurance and operational support.
Building and maintaining business systems in collaboration with other group companies, contributing to a cohesive and integrated approach to IT service provision across the organization.
Regularly interacting with clients to understand their IT service needs, collecting business requirements, and translating these into actionable IT strategies and solutions.
Creating proposals in collaboration with sales teams, detailing how the company can support clients’ needs, and addressing any additional support requirements to enhance their customer support teams.
Now, let's take a look at what you will be doing every day of your life (except on weekends and holidays):
Day-to-Day Activities
A typical day in the life of a Global Customer Support Manager might look like:
Morning: Start the day by checking emails and updates on ongoing projects. Attend a team meeting to discuss the day's objectives and any pressing issues.
Mid-Morning: Engage in client meetings to discuss their IT service needs, gathering detailed business requirements. This could involve understanding the specific IT services required by their users and the necessary system requirements.
Lunch Break: Take a well-deserved break, possibly networking with colleagues or reflecting on morning sessions.
Early Afternoon: Collaborate with the sales team to develop proposals based on the morning's discussions. This includes outlining the services offered, implementation strategies, and potential support structures.
Late Afternoon: Focus on internal discussions and planning sessions. Review the progress of ongoing projects and strategize on improving service delivery or resolving operational challenges.
End of Day: Wrap up by documenting the day's work, responding to any outstanding emails, and setting up objectives for the next day.
What are the requirements to make this your life?
Requirements
Key qualifications include:
Solid experience in IT service implementation and operation.
Effective communication skills and proficiency in PPT/EXCEL.
Ability to work proactively in problem-solving.
Residing in the Tokyo metropolitan area and available for on-site work.
Bonus Points
Preferred qualifications:
Experience in an information systems department for over 2 years.
Familiarity with ITIL-compliant IT service execution.
Sales and proposal activity experience.
IaaS/PaaS system operation and maintenance expertise.
Here are the 5 skills that Shivangi said you should focus on to get a job.
5 Skills That Will Make You Stand Out
IT, Software Development, or IT Support Background
Why it's Important: Fundamental understanding of IT systems and practices is crucial for making informed decisions and offering effective solutions.
How to Build It: Gain hands-on experience in IT roles, stay updated with the latest tech trends, and consider certifications in relevant IT fields.
Project Management Expertise
Why it's Important: Essential for organizing and leading projects efficiently, ensuring they are completed on time and within budget.
How to Build It: Pursue project management training, gain practical experience in managing small to medium-sized projects, and consider a certification like PMP or PRINCE2.
Client Interaction Experience
Why it's Important: Direct engagement with clients helps in understanding their needs and building strong relationships.
How to Build It: Seek roles that involve customer interaction, practice active listening and clear communication, and learn conflict resolution skills.
Near-Native Japanese Proficiency
Why it's Important: Essential for effective communication in a primarily Japanese work environment and understanding local business practices.
How to Build It: Engage in immersive language learning experiences, take advanced language courses, and practice regularly with native speakers.
Data Management Skills, Especially in SQL
Why it's Important: Competence in handling and analyzing data is crucial for making informed decisions and improving service delivery.
How to Build It: Enroll in courses or workshops on data management and SQL, practice through real-world projects, and stay abreast of new data technologies and practices.
What is the career path?
Career Progression
There are ample opportunities for career growth, with the company supporting mobility and upskilling, enabling transitions to different roles and divisions.
Career Map
Before this Role:
IT Support Specialist: Focus on troubleshooting and resolving IT issues, providing a strong foundation in customer service and technical skills.
Project Coordinator: Involvement in managing smaller projects or components of larger projects, developing organizational and leadership skills.
Global Customer Support Manager Role:
Key Transition Point: This role requires you to leverage your technical expertise and project management skills while developing strategic leadership abilities.
After this Role:
Senior Customer Support Manager: Overseeing larger teams and more complex projects, with a greater emphasis on strategy and cross-departmental collaboration.
Director of Customer Support: In this executive role, you will be responsible for the overall strategy and success of customer support operations across the company.
Vice President of Operations: A senior executive role involving overseeing multiple departments, developing and implementing operational strategies at a high level.
Ready to apply? Use this link to reach out to us!
Before you do, here are some tips from Shivangi to help you land the job.
Tips for Landing the Job
Focus on showcasing your management experience and project budgeting roles. The CAT test, essential for the application process, tests your attention to detail and is in Japanese.
CAT Test Tips
Read Instructions Carefully: Pay close attention to each detail in the instructions. The test evaluates how well you can follow precise directives.
Practice Tests: If possible, practice with similar tests to get accustomed to the format and types of questions.
Time Management: Keep track of your time during the test to ensure that you complete all sections.
Japanese Proficiency: As the test is in Japanese, ensure your language skills are sharp, focusing on technical and business-related vocabulary.
Let’s go over the reasons Shivangi has seen people get rejected.
Reasons for Rejection
Insufficient Japanese Language Proficiency: As the role requires near-native Japanese skills, candidates with inadequate language capabilities are often not selected.
Unexplained Employment Gaps: Gaps in employment history that are not clarified or explained beforehand can raise concerns about a candidate's career trajectory or consistency.
Mismatched Salary Expectations: Candidates whose salary expectations do not align with the company's internal salary structure may face rejection. It is crucial to have a clear understanding of how the company determines offer salaries, often based on factors like the number of people managed in previous roles and the budget sizes of past projects.
In addition to these, other aspects to consider are:
Documentation Proficiency: The ability to effectively document considerations and discussions in PPT/EXCEL is key. Lack of this skill can be a reason for rejection.
CAT Test Performance: The CAT test, focusing on detail orientation and instruction adherence, is important. Poor performance on this test, especially if it's in Japanese, could lead to rejection.
FAQs
Q: What makes this role different from other customer support positions?
A: This role specifically involves working with Japanese companies on a global scale, requiring an understanding of both international and Japanese business practices and customer support strategies.
Q: Is fluency in Japanese necessary for this role?
A: Yes, near-native Japanese proficiency is crucial for effective communication and understanding in a primarily Japanese business environment.
Q: Can experience in non-IT fields be beneficial for this role?
A: While IT, software development, or IT support background is preferred, skills gained in other fields, especially those involving project management or client interaction, can be advantageous.
Q: What are the growth opportunities in this role?
A: There are significant growth opportunities, including moving into senior management roles like Senior Customer Support Manager, Director, or even Vice President of Operations, depending on your career aspirations and performance.
Q: How important is data management knowledge for this position?
A: Data management, particularly proficiency in SQL, is important as it aids in making informed decisions, improving service delivery, and handling technical aspects of customer support.