Team Manager, Product Support (SaaS Leader)

Team Manager, Product Support (SaaS Leader)

We are seeking a skilled Manager to lead a Product Support team for a well-established B2B SaaS company.

This is a management role with leadership responsibility. You'll manage international support teams and oversee process improvements to meet the needs of major clients (including both government agencies & large multinational corporations).

You'll also have the opportunity to work directly with the product design / development teams.

This is a great opportunity for career development and broadening your responsibilities at a cutting-edge SaaS leader.

Responsibilities:

• - Lead & manage customer support teams.
• - Create, update, and improve FAQs and support documents.
• - Gather customer feedback to support product and process improvements.
• - Enhance and simplify customer support processes.
• - Collaborate with product development team.
• - Optimize resource use to boost team efficiency and productivity.

Requirements:

• - 5+ years of relevant working experience.
• - Management experience.
• - Experience in pre-sales (preferred).
• - Experience is SaaS industry.
• - Strong experience dealing with high-touch account management and / or customer support.
• - MUST be fluent in Japanese.