Manager - Product Support - Tokyo
Japan - TokyoFull-TimeManagerSupport / Customer Success
What You’ll Do
- 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
Requirements
- 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
Nice to Have
- Korean language proficiency
- Experience with Veeva Vault or other SaaS enterprise applications
- Knowledge of Salesforce, Zendesk, Jira, or Confluence
- Background in life sciences or other regulated industries
- Technical understanding of APIs, SQL, or SaaS architecture
Perks & Benefits
- 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
