3E - Customer Experience Manager, APAC

3ecoTokyo, Japan - Hybrid$31k – $31k3w ago

In Office Mid APAC Cloud Computing Data Analytics Artificial Intelligence Software Logistics Customer Success Manager Head of Customer Experience Customer Support Manager Team Leadership Coaching Team Management Performance Management Goal Setting

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Requirements

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Responsibilities

Team Leadership & Management:
Lead and develop our Japan-based support and onboarding/implementation team, coaching experienced specialists, strengthening capability, and creating a clear operating rhythm
Set measurable goals and expectations, and use data to track progress across customer outcomes, delivery quality, and team performance
Build a team culture that is accountable, collaborative, and customer-first, while reinforcing a strong connection with global CX teams and 3E ways of working
Ensure the team stays current on product features and best practices, translating knowledge into consistent, high-quality execution
Support hiring and team growth, including interview participation and candidate evaluationOnboarding & Implementation Oversight:
Partner with other CX leaders and cross-functional stakeholders (Product, Commercial, Marketing) to deliver onboarding and implementation that aligns with 3E standards and customer expectations
Continuously refine onboarding and implementation workflows so customers reach value quickly, and handovers are smooth
Oversee implementation and delivery against milestones and timelines, ensuring clear communication and proactive risk managementCustomer Support Oversight:
Lead the day-to-day customer support operation in Japan, delivering timely, accurate, and empathetic responses in a high-touch support model
Monitor key indicators (response time, resolution time, CSAT) and translate insights into practical improvements to raise consistency and quality
Own customer communication through escalation and resolution, coordinating resolutions effectively with engineering via Jira-linked workflows
Identify recurring issues and drive root-cause actions to reduce repeat incidents and improve customer confidenceCustomer Experience Strategy & Team Culture:
Act as a key connector between Japan and global CX, aligning local execution to an established global framework and adapting where needed to reflect local customer realities
Work closely with the commercial team, strengthening day-to-day collaboration for customer retention and expansion
Use customer feedback and operational data to spot trends and influence priorities, improving retention, satisfaction, and long-term customer outcomes
Drive ongoing improvements in playbooks, processes, and tooling to increase team efficiency and scalability as the Japan business grows
## What Makes You a Great Fit
Native-level Japanese and business-level English proficiency (written and verbal), with the ability to communicate effectively in meetings and presentations for a global environment
Demonstrated experience supporting customers in the Japan market, ideally within B2B and/or Software as a Service (SaaS) environments
At least two (2) years of people management experience in enhancing team performance and skill development
Expertise in IT or technical project management methodologies (Scrum, Agile, or equivalent), including stakeholder alignment and milestone-based delivery
At least 4+ years of experience across the customer experience lifecycle with responsibility for service quality and outcomes
Experience using customer support and delivery tools such as Jira, Zendesk (or equivalent), and project collaboration platforms (e.g., Asana, Smartsheet)
Ability to explain technical or complex issues clearly and professionally to customers and internal stakeholders
Comfort operating in a dynamic environment, with the ability to improve processes while maintaining high service standards
Strong analytical and structured problem-solving skills; ability to interpret operational/customer data and translate insights into practical improvements
Ability and willingness to work onsite three days a week from our Tokyo officePreferred/ Nice to have:
Experience supporting customers beyond Japan across APAC
Background in SaaS / B2B and/or regulatory, compliance, or information services products
Experience scaling CX teams/operations in a growth environment
Prior IT background or an understanding of software development cycles and agile practices
Experience with SSO/IDP integrations (Okta, Azure, Ping), MFA, SQL databases; troubleshooting APIs / web service architectures
Knowledge or experience with SAP (SAP integration, SAP ABAP, or related technologies)
Domain knowledge in chemical workplace safety, product safety/stewardship, or sustainable supply chain management
## What is in it for you?
Impactful Work: Every day, you’ll contribute to initiatives that protect people, safeguard products, and help businesses thrive for an industry-leading organization.
Collaborative Culture: Work alongside a team of dedicated professionals passionate about delivering excellence and innovation.
Career Growth: We will set you up for success with a hands-on training program to equip you with the skills you’ll need to accomplish results. Enjoy opportunities for professional development in an environment that celebrates creativity, flexibility, and results.
Building a Business: You will get to experience a sense of building a business in the APAC region in a fast-paced, dynamic environment as we look to further accelerate our growth in this region over the coming years.