Team Leader (Japanese) - Remote Customer Service

About the role

A global customer experience and technology services company is hiring a Japanese-speaking Team Leader to lead its Japanese-speaking Customer Service team in Malaysia. The team supports customers across travel-related products and services such as hotels, flights and activities. The position is full-time and fully remote.

Key responsibilities

• Lead and supervise a team of Japanese-speaking Customer Service Representatives
• Oversee daily team operations and ensure service levels and performance targets are met
• Monitor individual and team performance through KPIs, quality assessments and operational reports
• Provide regular coaching, feedback and guidance to support professional development
• Support team members with complex enquiries and escalated cases
• Ensure consistent high-quality service across phone, email and messaging channels
• Monitor customer satisfaction and identify ways to improve service quality
• Make sure team members follow procedures, policies and quality standards
• Manage attendance, scheduling and team availability with operations management
• Recommend workflow and process improvements and communicate with Operations Managers and other stakeholders
• Support onboarding, training and integration of new team members

Required profile

• Native Japanese and good command of English
• Previous leadership experience in customer service or a contact centre (Team Leader, Supervisor or similar)
• Experience managing, coaching and motivating a team
• Strong understanding of customer service operations and performance metrics
• Problem-solving, decision-making and organisational skills, with the ability to handle escalations
• Willingness to work rotating shifts, including weekends and public holidays

What we offer

• Work-from-home arrangement in Malaysia
• Competitive compensation package and performance bonus opportunities
• Employee benefits, career and professional development, and access to free learning courses
• Initial training, ongoing coaching and relocation support