Sr. Customer Support Specialist (Robotics)

Location: Tokyo, Japan

Company

hirify.global develops home robots and delivers robotic products and services for customers in Japan and global markets.

What you will do

• Manage outsourced call center partners against service-level, handle-time, escalation, and quality KPIs.
• Resolve customer escalations, forecast contact volumes, and monitor performance through clear reports for global stakeholders.
• Manage budgets and costs, optimize vendor scopes, and lead governance, contract, and renewal discussions.
• Improve call center efficiency through tools, scripts, training, quality programs, and process changes.
• Plan and implement new service offerings to increase customer retention and acquisition.
• Coordinate technical inquiries and collaborate with global and regional teams on service standards and solution rollouts.

Requirements

• At least 5 years of experience in customer service or call center management.
• At least 5 years of experience managing third-party vendors, including outsourced call centers.
• Experience with external service provider selection, repair center operations, budget planning, and cost management.
• Strong analytical, problem-solving, negotiation, stakeholder management, prioritization, and communication skills.
• Native-level Japanese and business-level English, both written and verbal.
• Proficiency with Microsoft Office tools and the ability to work autonomously, manage change, and meet deadlines.

Nice to have

• Experience working with global teams across multiple time zones.
• Technical knowledge of chat support tools, automation, or generative AI.
• Customer experience management experience.
• Experience in a high-tech or consumer electronics environment.

Culture & Benefits

• Opportunity to contribute to the growing robot culture in Japan.
• Work with global and regional teams across APAC, the US, and EMEA.
• Opportunity to plan and execute new hirify.global service offerings in Japan and potentially expand them globally.