Technical Solutions Manager

Position: Technical Solutions Manager

Location: Anywhere in Japan (Remote)

Duration: Full-time

Salary: DOE

Description

Must Have: English proficiency - professional level, Japanese proficiency - native speaker

Are you an accomplished leader with a passion for technology and customer service? Our client is on the lookout for a Technical Solutions Manager to oversee a team of technical customer service engineers and drive excellence in a dynamic, multilingual environment. If you thrive in a leadership role, have a strong background in technical support, and are fluent in Japanese and English, wed love to hear from you!

Key Responsibilities:

People Management:

• Lead and manage a team of 6+ technical customer service engineers, fostering a culture focused on both customer satisfaction and employee development.
• Provide regular coaching, mentoring, and constructive feedback to address team and individual technical needs.
• Develop and implement development plans, including Performance Improvement Plans (PIPs), to ensure employee growth and successful succession planning.
• Act as an evaluator of soft and technical skills to support the hiring and interviewing process.

Response Management, Product & Process Improvement:

• Serve as the Technical Incident Manager for infrastructure and service outages across large-scale cloud applications (AWS), in-house applications, and local bugs.
• Drive continuous process improvements to boost productivity, enhance customer satisfaction (CSAT), and consistently meet business KPIs.
• Advocate for customer needs with internal Product and Engineering teams, ensuring our products and documentation align with customer requirements.
• Contribute to global reviews of organizational tools, performance, and policies to ensure ongoing improvement and standardization across international sites.
• Manage budgets, schedules, work plans, and performance requirements to ensure compliance and effectiveness.

Reporting & Communication:

• Engage with senior management and executives on cross-functional areas and responsibilities.
• Provide clear and concise updates on performance against targets and objectives to senior management and executives.

Qualifications/Experience:

• Bachelors degree (Computer Science preferred but not required).
• 8+ years of relevant experience in a customer-facing environment, with at least 3+ years in a team/people management role.
• Demonstrated experience achieving adherence to Service Level Agreements (SLAs) and delivering on global strategic initiatives to improve customer satisfaction.
• Proven track record managing large enterprise customer relationships and addressing technical issues.
• Highly flexible, detail-oriented, and organized with strong multitasking abilities.
• Native Japanese and business-level English communication skills with a strong customer-centric approach.
• Ability to resolve technical issues swiftly and effectively.
• Familiarity with online technical problem-solving, troubleshooting, and understanding of internet technologies (browsers, networking, firewalls, proxy servers).
• Working knowledge of web-based technologies (HTML, CSS, JavaScript).
• Programming experience with at least one server-side language (e.g., Ruby, PHP, Java, Swift, Python).
• Business-level English and native Japanese fluency are required.