Customer Support Manager, LATAM

We are on the hunt for a creative, talented and analytical Japanese and Spanish speaking Customer Service Manager, who is passionate about being lead of a successful team. You will already be working in an online customer support role, with experience in varied fields, especially Fintech or Financial Services. Role overview This role will work within the Latin market, with focus on LATAM market. Success in this position is integral to the success of this new division and will be required to take on a lot of responsibility early on and to hit the ground running. Key Performance Areas: Carry out support for VIP clients within the market, depending on the language spoken Give input on the effectiveness of marking campaigns via feedback from clients Assist VIP clients with any technical issues and queries that they may have Provide feedback to the managers regarding the customer experience Handling escalated customer complaints and issues Manage performance of the reporting CS subordinated staff Developing and implementing customer service policies and procedures Collaborating with other departments to ensure a consistent and high-quality customer experience Maintaining up-to-date knowledge of company products and services Providing coaching and mentoring to team members to improve their skills and performance Skills Required: Native Japanese speaker is a must for this role, as well as fluent English language and Spanish language skills to be able to communicate with the team worldwide 5+ years in customer service management In-depth knowledge in understanding Japanese work culture Strong client-facing and communication skills Ability to multi-task, prioritize, and manage time effectively Strong problem-solving and decision-making skills and analytically minded Ideally some exposure in campaign analysis and developing marketing strategy Excellent workload management and organisational skills Ability to work autonomously and create foundations for the growth of a new team Working Hours: 9AM-6PM (8H a day including 1H lunch break) Monday – Friday Possibly work on two Saturdays per month, additional pay will be given Additional overtime may be required, additional pay will be given Benefits: Competitive salary plus Performance and success related bonus Paid holiday days, plus bank holidays A positive and friendly working culture The ability to make a real difference to the company where your views are heard and respected