Customer Care Center Japan Operation Supervisor

Location: Dalian, Liaoning, China

Company

hirify.global provides customer support services through its Customer Care Center in Dalian.

What you will do

• Lead the Japan customer support team serving consumer and commercial customers.
• Manage service delivery metrics including CSAT, service level, remote resolution rate, productivity, cost, case aging, VIA, and dispatch accuracy.
• Drive operational excellence, process improvements, productivity gains, cost optimization, and service consistency.
• Coordinate issue resolution and collaboration with country teams, product teams, business stakeholders, and supporting functions.
• Drive AI adoption, AI-assisted support capabilities, automation, data analytics, and digital transformation initiatives.
• Plan team capability, capacity, resources, technical knowledge management, workforce coordination, and employee development.

Requirements

• Bachelor’s degree or equivalent education; Computer Science, Business Administration, or a related field is preferred.
• Advanced Japanese communication skills beyond business level are required.
• Fluent English communication skills are required.
• At least three years of experience in call center, customer support, or service operations, including management of a team of at least 10 people.
• Strong people management, coaching, performance management, planning, execution, analytical problem-solving, and stakeholder management skills.
• Proficiency with Microsoft Office, business operations tools, AI tools, automation solutions, data analytics, and digital technologies.

Culture & Benefits

• Full-time employment.
• Focus on teamwork, employee engagement, technical knowledge sharing, and a positive working environment.
• Work includes coordination with international country teams and business stakeholders.
• China schedule with no shift premium.