Technical Solutions Manager

Responsibilities:

• Lead and manage a team of 6 technical customer service engineers.
• Provide coaching mentoring and constructive feedback.
• Develop growth plans including Performance Improvement Plans (PIPs).
• Assist in hiring by evaluating soft and technical skills.
• Act as Technical Incident Manager for infrastructure and service outages.
• Implement process improvements to boost productivity and customer satisfaction (CSAT).
• Advocate for customer needs with Product and Engineering teams.
• Contribute to global reviews for continuous improvement and standardization.
• Manage budgets schedules and performance requirements.
• Collaborate with senior management and executives on crossfunctional responsibilities.
• Provide clear updates on performance against targets to senior management.

Qualifications:

• Bachelors degree (Computer Science preferred but not required).
• 8 years of relevant experience in customerfacing roles with at least 3 years in team management.
• Businesslevel English and native Japanese fluency required.
• Proven track record in meeting SLAs and enhancing customer satisfaction through global initiatives.
• Experience managing large enterprise customer relationships and resolving technical issues.
• Highly adaptable detailoriented and organized with strong multitasking skills.
• Ability to swiftly and effectively resolve technical issues.
• Proficient in technical problemsolving troubleshooting and understanding internet technologies (browsers networking firewalls proxy servers).
• Knowledgeable in web technologies (HTML CSS JavaScript).
• Experience with at least one serverside programming language (e.g. Ruby PHP Java Swift Python).

Remote Work :

No