Job Description
Job Description
Japanese IT company seeks a Japanese Bilingual Operations Manager.
Responsibilities and Duties】
Liaison between Dev. team in Japan and US / Europe Sales team
Bridge communication between the Japan development team and the sales teams in the US / Europe, ensuring that technical insights from the development team are effectively conveyed both ways.Sales Operations
Optimize efficiency to support the sales team in achieving targets. Streamline sales processes, including order management, contract handling, etc.Tracking product feature requests and development progress
Act as a bridge between US / Europe customer needs and the Japan development team, keep a close eye on new feature schedules and convey necessary updates to the sales team.Sales SupportTechnical Sales Support
Address technical inquiries from the sales team / clients. Assist sales representatives in understanding product features, benefits, and limitations.UAT support
Assist UAT of the upcoming software when requested by the Japan dev team.Security Q&A support
Assist customers with security-related inquiries, which have been rapidly increasing recently. Escalate complex inquiries to the Japan team and be a liaison between the Japan team and the sales team.Customer SupportCustomer Success
Understand their needs, troubleshoot any issues, and guide them toward successful product adoptionMaintain a relationship, and support customers as they transition from sales prospects to active users of our products. Focus on customer loyalty and building close long-term client relationships, and stay with the same customers as long as they continue to work with us.Escalate / Correspondence technical questions / issues raised by Customer Support team
Escalate complex technical queries raised by the customer support agent to the Japan team, keep track of escalated cases, and give necessary instructions to the customer support agent.Product Documentation & CommunicationProduct Documentation
Prepare Manuals and Sales materialsWork with US Legal advisor, Japan legal team and the development team to prepare localized ToU, T&C, White Paper, EULA, Statements etc.Update user manuals, technical documentation, and sales collateral. Ensure that materials are accurate, comprehensive, and user-friendly.Announcement / FAQ article preparation and release
Prepare and release announcement messages for the company's app / product / service outage and major updates collaboratively with necessary teamsMaintain and update articles (both internal and external) of the company's customer support portal. Keep FAQs current, addressing common queries and troubleshooting steps.Qualifications and Skills
Technical Background : Understanding of device software (e.g., Android), networks, and security (a plus).Deep Troubleshooting Knowledge : Proficiency in resolving technical issues related to device, Wi-Fi, and networks.Customer Support Experience : Previous work in the IT industry providing customer support.Bilingual Skills : Strong proficiency in both spoken and written Japanese and English.Translation Comfort : Ability to translate technical terms between Japanese and English.Effective Liaison : Possessing a good personality for bridging communication gaps.Adaptability : Willingness to learn about new products.Preferred Skills
Product manager or technical support experience in the IT industry.Experience with compliance standards such as HIPAA, FERPA, and COPPAStrong understanding of creating and managing documentation, such as privacy policies and terms of use.Benefits
1. Competitive Salary – Depending on Experience
2. Annual bonus for achieving sales goals
3. Stock options
4. 401K participation
5. Health, Dental, and Vision coverage
6. Company-issued laptop
