What You Can Expect

You will lead a Tier 2 Technical Support team resolving complex customer escalations across Japan. You'll drive performance through coaching, process improvement, and cross-functional collaboration. You'll deliver exceptional customer satisfaction while building a culture of continuous learning and technical excellence. This is Tokyo Based role, and will report to Technical Support Manager in India.

About the Team

Our Premier Support team resolves complex technical escalations for global customers. We collaborate across regions and functions to deliver trusted technical guidance. We exist to ensure customer success through timely, expert support.

Responsibilities

• Leading and developing a team of Technical Support Specialists through coaching, performance management, and personalized career development plans
• Managing Tier 1, Tier 2, Billing, and phone porting operations across Japan, ensuring SLA adherence and quality standards
• Driving continuous improvement by analyzing support metrics, identifying trends, and implementing process enhancements with cross-functional partners
• Resolving critical customer escalations as primary point of contact, ensuring swift communication and technical resolution
• Building knowledge resources and training programs to elevate team capabilities on new products, technologies, and troubleshooting techniques

What We're Looking For

• Bring 3+ years managing customer-facing technical support teams
• Demonstrate experience in Saa

S or Unified Communications environments:

• Communicate clearly across technical and non-technical audiences with strong analytical and problem-solving skills
• Understand Unified Communication solutions (Cisco, Microsoft Teams, Zoom, Ring Central, or similar platforms)
• Use CRM and ticketing systems (Salesforce, Jira Service Desk, Service Now, or equivalent)
• Analyze support metrics and present insights to leadership teams
• Hold Bachelor's degree in Engineering, Computer Science, Technology, or equivalent practical experience
• Apply project management methodologies or hold PMP certification (highly welcomed)

期待される役割

日本の複雑な顧客エスカレーションを解決する Tier 2 テクニカルサポートチームを率いていただきます。コーチング、プロセス改善、部門横断的な協力を通じてパフォーマンスを向上させます。継続的な学習と技術的卓越性の文化を構築しながら、優れた顧客満足度を提供します。これは東京を拠点とする役割で、インドのテクニカルサポートマネージャーに報告します。### チームについて

当社のプレミアサポートチームは、グローバルな顧客向けの複雑な技術的エスカレーションを解決します。地域や機能を超えて協力し、信頼できる技術的ガイダンスを提供します。タイムリーで専門的なサポートを通じて顧客の成功を確保することが私たちの存在意義です。### 職務内容

• コーチング、パフォーマンス管理、個別のキャリア開発計画を通じて、テクニカルサポートスペシャリストのチームを率い、育成する
• 日本全国の Tier 1、Tier 2、請求、電話番号ポーティング業務を管理し、SLA の遵守と品質基準を確保する
• サポート指標を分析し、トレンドを特定し、部門横断的なパートナーとプロセス改善を実施することで、継続的な改善を推進する
• 主要な連絡窓口として重要な顧客エスカレーションを解決し、迅速なコミュニケーションと技術的解決を確保する
• 新製品、技術、トラブルシューティング手法に関するチームの能力を向上させるための知識リソースとトレーニングプログラムを構築する

求めるスキル・ご経験

• 顧客対応のテクニカルサポートチームを 3 年以上管理した経験をお持ちの方
• SaaS またはユニファイドコミュニケーション環境での経験を有する方
• 技術的および非技術的な対象者に対して明確にコミュニケーションでき、優れた分析力と問題解決能力を持つ方
• ユニファイドコミュニケーションソリューション(Cisco、Microsoft Teams、Zoom、Ring Central、または同様のプラットフォーム)を理解している方
• CRM およびチケットシステム(Salesforce、Jira Service Desk、Service Now、または同等のもの)を使用できる方
• サポート指標を分析し、リーダーシップチームに洞察を提示できる方
• 工学、コンピュータサイエンス、テクノロジーの学士号、または同等の実務経験をお持ちの方
• プロジェクト管理手法を適用できる、または PMP 認定を保有している方（歓迎）

Ways of Working Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.