Customer Support Manager - APAC

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About this role:

As a Customer Support Specialist, you’ll be our front-line in supporting our customers. You’ll play a critical role in providing exceptional customer service and resolving inquiries. You will have the opportunity to learn about the ever-changing mobile app ecosystem and engage with executives and members of high-growth technology companies. We are also looking for someone who is fluent in the Japanese and English languages. This is a hybrid role with 2-3 days at our Tokyo office.

What You Will Do:

• Proactively provide expert support to customers and internal sales team by responding to customer queries in a timely and accurate manner. 
• Supporting day to day clients throughout the APAC region.
• Identify customer needs and help customers use specific features and troubleshooting scenarios.
• Monitor customer complaints and follow up with them to ensure their technical issues are resolved.
• Create bug and validation reports, manage their resolution with product and engineering teams.
• Report on key customer service metrics and identify noteworthy trends to Team Director.
• Host platform overview training sessions for region based customers.
• Cross department collaboration with team events, sharing relevant product feedback to help us improve our platform.

What You Will Need to Succeed:

•  Go-getter positive energy.
• Fluency in both the Japanese & English languages.
• At least 3-5 years of experience in a customer-facing role, preferably handling customer service, care, or success.
• Passionate about providing the exceptional customer experience.
• Technical experience on initial troubleshooting front end bug/network issues.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.

About Sensor Tower

Sensor Tower cultivates responsibly sourced market intelligence that provides visibility into the trends shaping the global digital economy. Our customers use these insights to help them make better business decisions.

Why Sensor Tower?

Our flexible work environment allows employees to live in greater connection with the people, places, and activities they love! 

Our benefits for full-time positions include:

- Flexible time off so employees can shape their time away from work.

- Health and wellness stipend to achieve and maintain a healthy lifestyle through physical and mental fitness.

- Monthly internet stipend and a one-time $500 home office stipend.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, and veteran status. We will consider qualified applicants with arrest and conviction records. If you have a disability or special need, please do not hesitate to let us know and we'll do our best to accommodate.