Japanese Team Lead - Customer Support/Operations

We are Hiring - Japanese Team Lead

Location: Jaipur (5-day working week - rotational shifts - 2 weekly offs)

Key Responsibilities:

Lead, mentor, and motivate a team of 12–15 Japanese-speaking specialists or customer service representatives.

Serve as the main point of contact for Japanese clients, facilitating status meetings and handling escalations in Japanese.

Monitor team SLAs, KPIs (CSAT, response time, quality accuracy), and conduct quality audits.

Optimize team processes, training materials, and Standard Operating Procedures (SOPs).

Qualifications & Skills:

Native or near-native fluency in Japanese (JLPT N2 or equivalent) and high English proficiency.

2+ years of experience in a Team Lead role within BPO, customer support, IT, or localized operations.

Proficiency in MS Office/Google Workspace, CRM systems (e.g., Zendesk), and project management tools (e.g., Jira, Asana).