3E

Customer Experience Manager

3E

full-time

Posted on:

Location Type: Hybrid

Location: Tokyo • Japan

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About the role

  • 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 evaluation
  • 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 management
  • 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 confidence
  • 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

Requirements

  • 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 office.
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
people managementcustomer experience lifecycleIT project managementScrumAgiledata analysisproblem-solvingcustomer supportonboardingimplementation
Soft Skills
communicationcollaborationcoachingaccountabilitycustomer-first mindsetadaptabilityanalytical thinkingteam buildingleadershipempathy