About Tokyo Academics
Tokyo Academics is the passion project of a constellation of teachers, researchers, and academics from around the world. Since 2012, we’ve evolved from a few university friends to a growing number of part-time and full-time individuals located in Tokyo, as well as working remotely. We are an organization of experts deeply passionate about helping students meet their potential and capture the opportunities of the future.
We are looking for a Customer Success Team lead to provide reactive support to our clients while also leading our current CSRs. This is a remote role, you can work from anywhere in the world, but must be available for meetings during our regular business hours (10am - 7pm Japan Standard Time).
This is an exciting opportunity to join a fast-paced startup of 130+ team members around the world. You will play a significant role in helping the organization continue to grow by ensuring we provide world class customer care to our clients.
Make sure to take a look at the Careers page on our website for additional available positions!
We are looking for a Customer Success Team lead to provide reactive support to our clients while also leading our current CSRs. This is a remote role, you can work from anywhere in the world, but must be available for meetings during our regular business hours (10am - 7pm Japan Standard Time).
This is an exciting opportunity to join a fast-paced startup of 130+ team members around the world. You will play a significant role in helping the organization continue to grow by ensuring we provide world class customer care to our clients.
Make sure to take a look at the Careers page on our website for additional available positions!
What you will work on
Project and Team Management
Customer Service Operations
Data Analysis
Quality Assurance
Customer Interaction
- Project manage ad hoc projects for the client services team and optimize our customer service processes
- Develop process maps and own the documentation creation of our operations
- Design the client’s customer journey through Tokyo Academics
- Assess the gaps in our marketing materials, and provide suggestions on the requirements needed by our clients
- Lead/conduct weekly one-on-one meetings and team meetings to offer feedback, deliver our roadmap updates, and support team morale
Customer Service Operations
- Analyze our historical client interactions, and develop customer service scripts and best practices for client interactions, and improving the current ones where necessary
- Develop, organize and build new communication templates to drive efficiency
- Prepare presentations, business reviews, and reports for team meetings where applicable
- Help enforce CRM best practices and procedures
- Analyze and audit operations and develop areas of opportunity for automation and efficiency gains
Data Analysis
- Monitor team KPI dashboards and flag where abnormalities exist
- Analyze statistics or other data to determine the quality level of service the team is providing
- Help build new reports using our internal tools and work with our data team on dashboard creation
Quality Assurance
- Review phone calls, emails, and other client interactions to ensure they meet the Tokyo Academics standard
- Spot check tickets and phone calls for quality and speed
- Work directly with the Director of CX to develop, implement and manage our team’s quality assurance framework
Customer Interaction
- Help source positive Google Reviews from satisfied customers
- Measure the satisfaction of our clients by client type by building surveys, analyzing results, and sharing areas of improvement cross-functionally
- Create visibility into ongoing issues that need resolution and manage escalated customer service complaints
Our ideal candidate
- Graduate of a Bachelor’s degree related to Marketing, Communication, English, or any relevant degree
- High Proficiency in English (reading/writing/speaking) - Internal communication happens only in English
- Minimum of 3 years experience working in a customer support role
- Able to respond to incoming requests with urgency and manage priorities across communication channels
- Good systematic and organizational skills
- Ability to quickly and effectively interact with team members in various time zones
- Access to stable and lined internet connection with a minimum download speed of 20 mbps
- High proficiency with Google Suite and Internet applications
- Comfortable with technology including Skype and other VoIP software to handle phone calls
- Passionate about customer service and willing to go the extra mile to engage customers
- Thorough knowledge in multiple online cloud-based customer service software and global distribution systems (Slack, Hubspot)
Benefits
- Performance-based bonus on a 6-month cycle
- Opportunities to upskill and take online courses to develop oneself
- 20 days of flexible paid time off
- Join a rapidly growing company with opportunity for career progression
Work Hours
- 40hrs/week, flexible schedule
- Working remotely, but must be available for meetings during business hours (10am-7pm Japan Standard Time)