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The Team Manager is responsible for the day-to-day management of a team supporting customers of LSEG offerings in Japanese. The role leads Support Analysts and Specialists, drives team performance and customer satisfaction, and handles complex or high-impact customer issues. It also includes hiring, coaching, workforce planning, and improving support processes and customer experience.

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応募資格

必須

Bachelor’s degree or equivalent experience
Extensive knowledge of customer support operations, including customer needs, products, and service delivery drivers.
Excellent written and verbal communication skills in English; proficiency in Japanese is highly preferred to effectively support customers in Japan.
Proven experience leading and developing high-performing teams (typically 8–12 members) is an advantage.
Experience in hiring and building talent, particularly within a customer support environment, is desirable.
Demonstrated ability to engage and collaborate with a wide range of stakeholders, including senior leaders.
Strong planning, organisational, and interpersonal skills, with the ability to balance multiple priorities effectively.

求める人物像

Flexible and adaptable, with a willingness to take on additional responsibilities and support business needs as required.
Passion for people leadership, with a track record of coaching, mentoring, and developing team members to achieve strong performance and career growth.
Committed to delivering customer-centric outcomes and driving operational excellence within a team environment.

募集要項最終確認 11/6

職種: カスタマーサポート・コールセンター
雇用形態: 記載なし
役職: Team Managerleading a team of Support Analysts and Specialists
給与: 記載なし
勤務地: JPN-Tokyo-Akasaka Biz Tower 30
働き方: 記載なし
学歴: 大学卒業以上
掲載日: 2026/10/13 06:15（24日前）
最終確認: 2026/11/06 02:16（今日）

仕事内容

募集内容

The Team Manager is responsible for the day-to-day management of team supporting customers of LSEG offerings in Japanese. This role is a people management position with hands-on operational responsibilities, particularly in managing critical or high-impact issues. It involves leading a team of Support Analysts and Specialists to proactively respond to and lead customer queries and communications, ensuring timely and effective resolution. A key requirement of the role is to take a proactive approach to maintaining and developing knowledge and skills, while staying closely attuned to the evolving needs and experiences of both customers and team members. This role presents an excellent opportunity for an individual passionate about leadership and committed to delivering significant business outcomes within Customer Support.

Key Responsibilities

Lead and develop a team of Support Analysts and Specialists delivering high-quality support for LSEG’s Japanese offerings, ensuring customer queries are handled proactively and resolved in a timely and effective manner.
Drive team performance to achieve key service metrics, including resolution times, case quality, and customer satisfaction.
Hire, coach, and develop team members, providing ongoing feedback and creating opportunities for growth and career progression.
Cultivate a high-performance, customer-focused culture built on accountability, collaboration, and continuous improvement.
Coordinate day-to-day operations, ensuring adherence to processes and standard methodologies while reducing case backlogs and improving turnaround times.
Act as an escalation point for complex or high-impact customer issues, providing hands-on support when needed.
Find opportunities to improve processes, drive efficiency, and enhance the overall customer experience.
Support the delivery of organisational initiatives and ensure successful adoption within the team.
Lead recruitment and workforce planning to ensure the team has the right skills and capabilities to meet business needs.
Lead performance review cycles (quarterly, mid-year, and annual), ensuring fair, consistent, and development-focused outcomes.
Promote a culture of continuous learning by supporting training, upskilling, and knowledge-sharing across the team.

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