Assistant Customer Service Manager

Responsibilities

• Supervise, coach, and mentor CS agents and Team Leads to ensure high performance and career growth
• Oversee daily workflow to meet critical KPIs, including Response Time, Resolution Rate, and CSAT
• Handle complex escalations and complaints from users or drivers with a professional, problem-solving mindset
• Identify workflow improvements and implement data-driven solutions to enhance the customer journey
• Collaborate with Marketing, Sales, and Driver Operations to align CS strategies with business goals
• Analyze performance metrics and present insights to the Customer Service Manager
• Manage and maintain CS-related systems, such as Chatbots and FAQ help centers

Requirements

• 3–5 years of experience in Customer Service or Operations
• 1–2 years of experience in a supervisory or leadership role
• Native-level Japanese and Business-level English
• Proficiency in CRM tools and Google Workspace
• Advanced Excel skills for data analysis
• Ability to remain calm and decisive under high pressure

Preferred Qualifications

• Experience in logistics, e-commerce, or a high-growth startup environment

Benefits

• Opportunity to work in a global tech culture with a local startup focus
• Rapid career advancement opportunities within the Japanese market
• High-impact role helping to shape the future of logistics in Japan

About the Company

Lalamove is a leading on-demand delivery platform that is disrupting the logistics industry by connecting customers and drivers through advanced technology. We operate with Passion, Execution, Grit, and Humility.