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обновлено 4 дня назад

Customer Operations Lead Specialist (Service Management)

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

Текст:
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TL;DR
Customer Operations Lead Specialist (Service Management): Managing post-delivery customer operations and service performance for technology services in the aviation industry with an accent on ITIL-based service management, customer reviews, and cross-functional issue resolution. Focus on coordinating change and problem management, escalating technical issues, analyzing customer operations, and maintaining customer satisfaction.

Location: Tokyo, Japan. Hybrid work with up to 2 work-from-home days per week depending on team needs; a flex-location benefit allows working from any location in the world for up to 30 days per year.

Company

hirify.global provides technology and communication solutions for airports, airlines, borders, transportation organizations, and government clients worldwide.

What you will do

  • Oversee service delivery and technical performance with the customer-facing account team.
  • Conduct customer service reviews and support executive reviews and account plans.
  • Develop customer knowledge and keep back-office teams informed about customer needs.
  • Manage customer change requests and supervise change and problem management processes.
  • Escalate technical issues, coordinate resolution across departments, and follow up on customer satisfaction.
  • Maintain knowledge of products, services, releases, features, and common issues to support customers effectively.

Requirements

  • Bachelor's degree in business administration, information technology, customer service management, or a related field.
  • 4–7 years of experience in B2B customer-facing technology services roles.
  • Experience with ITIL-based service management, including incident, change, and problem management.
  • Experience coordinating across departments, managing stakeholders, and delivering presentations.
  • Hands-on experience with CRM and ticketing systems.
  • Customer-focused mindset with conflict management, critical thinking, adaptability, and good English skills.

Nice to have

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

Culture & Benefits

  • Inclusive and diverse international work environment operating across 200 countries and 60 languages and cultures.
  • Flex day options to adapt the workday to personal plans.
  • Employee Assistance Program and personalized wellbeing support.
  • Professional development through training platforms including LinkedIn Learning.
  • Competitive benefits aligned with the local market and employment status.

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