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5 дней назад

Customer Operations Lead Specialist (Aviation)

Формат работы
hybrid
Тип работы
fulltime
Грейд
lead
Английский
b2
Страна
Japan
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

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TL;DR

Customer Operations Lead Specialist (Aviation): Managing the performance of customer contracts post-delivery by executing success plans with an accent on ITIL-based service management and customer satisfaction. Focus on overseeing technical performance, managing change and problem processes, and ensuring long-term customer intimacy.

Location: Tokyo, Japan (Hybrid: Work from home up to 2 days/week)

Company

hirify.global is a global provider of technology and communication innovations for the air travel industry, operating in 95% of international airports.

What you will do

  • Oversee the delivery and technical performance of services for B2B aviation customers.
  • Conduct regular customer service reviews and support executive planning.
  • Manage customer change requests and escalate technical issues to specialized teams.
  • Maintain deep product knowledge to provide accurate support and ensure clients are on the latest releases.
  • Supervise change management and problem management processes.
  • Collaborate across departments to resolve issues and share customer feedback.

Requirements

  • Bachelor's degree in Business Administration, IT, Customer Service Management, or similar.
  • 4-7 years of experience in B2B customer-facing technology service roles.
  • Experience with ITIL-based Service Management, specifically incident, change, and problem management.
  • Hands-on experience with CRM and ticketing systems.
  • Solid skills in conflict management, critical thinking, and adaptability.
  • Good command of English language skills.

Nice to have

  • Experience with technology services for the aviation industry.
  • Experience in performing data analysis.

Culture & Benefits

  • Hybrid work model with WFH up to 2 days per week.
  • Flex Day to make the workday suit personal plans.
  • Flex-Location allowing up to 30 days a year to work from any location in the world.
  • Employee wellbeing support via Employee Assistance Program (EAP) and Champion Health platform.
  • Professional development opportunities through training platforms including LinkedIn Learning.

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