Company Overview
A rapidly expanding robotics and AI startup is seeking a Customer Support Manager to help establish and lead a new support division. The company is developing remote-operated robotic solutions aimed at transforming human interaction and mobility. With growing demand across Japan, the organization is building a scalable support system to ensure high-quality service for its users and partners.
Role Overview
The Customer Support Manager will be instrumental in launching and managing a new customer support team. The role involves designing efficient support operations, resolving technical issues, and collaborating with product and engineering teams to enhance customer satisfaction and product performance.
Key Responsibilities
Build and lead a customer support team for robotics-based products
Respond to customer inquiries and provide on-site troubleshooting when necessary
Diagnose and resolve hardware, software, and network-related issues
Work cross-functionally to improve product quality and user experience
Create and maintain FAQs, manuals, and internal documentation
Implement KPIs and drive automation and operational efficiency
Required Qualifications
Minimum 2 years of experience in technical or customer support for IoT or B2B cloud services
Experience in creating and managing knowledge resources (FAQs, manuals)
Strong analytical skills and experience in process optimization
Effective communication and coordination skills across departments
Business-level proficiency in both Japanese and English
Preferred Qualifications
Experience troubleshooting both hardware and software
Familiarity with IT infrastructure or network operations
Experience in defining KPIs and improving support workflows
Background in startup or scaling environments
Why This Role Stands Out
Opportunity to shape the future of customer support in a cutting-edge robotics company
Direct involvement in building support operations from the ground up
Close collaboration with product and AI teams to enhance customer experience
Flexible work style and a creative, international team environment