Assistant Customer Service Manager

• Team Leadership: Supervise, coach, and mentor CS agents and Team Leads to ensure high performance and career growth.

• Operational Excellence: Oversee daily workflow to meet critical KPIs, including Response Time, Resolution Rate, and CSAT (Customer Satisfaction).

• Escalation Management: Handle complaints and complex issues from users or drivers with professionalism and a problem-solving mindset.

• Process Improvement: Identify "room for improvement" in current workflows and implement data-driven solutions to enhance the customer journey.

• Stakeholder Collaboration: Work closely with Marketing, Sales, and Driver Operations to align CS strategies with broader business goals.

• Reporting: Analyze daily/weekly performance metrics and present insights to the Customer Service Manager.

• System Management: Manage and maintain CS related systems. (e.g. Chatbot and FAQ help centre)

• Experience: Minimum 3–5 years in Customer Service or Operations, with at least 1–2 years in a supervisory or leadership role.

• Industry Knowledge: Experience in logistics, e-commerce, or a high-growth startup environment is highly preferred.

• Communication: Native-level Japanese (for local customer nuances) and Business-level English (for communicating with regional/global teams).

• Tech Savvy: Proficiency in CRM tools, Google Workspace, and advanced Excel for data analysis.

• Mindset: A "can-do" attitude with the ability to remain calm and decisive under high pressure.

Why join Lalamove

• Global Culture: The energy of a global tech giant combined with the focus of a local Japanese startup.

• Impact: You aren't just managing tickets; you are helping shape how Japan moves.

• Growth: Rapid career advancement opportunities as we expand our footprint across Japan.

Are you are up for it? Apply now and join us as #OneLalamove!