Assistant Customer Service Manager at Lalamove

Tokyo, , Japan -

Full Time

Start Date

Immediate

Expiry Date

30 Jul, 26

Salary

0.0

Posted On

01 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Service, Operations Management, KPI Monitoring, Escalation Management, Process Improvement, Data Analysis, CRM Tools, Google Workspace, Excel, Problem Solving, Communication, Strategic Planning, Stakeholder Management, Mentoring

Industry

Software Development

Description

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. In Japan, we are rapidly scaling to empower local SMEs and individual users with lightning-fast delivery solutions. As the Assistant Customer Service Manager, you will be the bridge between our frontline operations and management. You will lead a team of CS Specialists to provide world-class support to both our users (customers) and our partner drivers. You will drive efficiency, monitor KPIs, and ensure that every interaction reflects Lalamove’s commitment to speed and reliability. \n What you’ll do Team Leadership: Supervise, coach, and mentor CS agents and Team Leads to ensure high performance and career growth. Operational Excellence: Oversee daily workflow to meet critical KPIs, including Response Time, Resolution Rate, and CSAT (Customer Satisfaction). Escalation Management: Handle complaints and complex issues from users or drivers with professionalism and a problem-solving mindset. Process Improvement: Identify "room for improvement" in current workflows and implement data-driven solutions to enhance the customer journey. Stakeholder Collaboration: Work closely with Marketing, Sales, and Driver Operations to align CS strategies with broader business goals. Reporting: Analyze daily/weekly performance metrics and present insights to the Customer Service Manager. System Management: Manage and maintain CS related systems. (e.g. Chatbot and FAQ help centre) What you’ll need Experience: Minimum 3–5 years in Customer Service or Operations, with at least 1–2 years in a supervisory or leadership role. Industry Knowledge: Experience in logistics, e-commerce, or a high-growth startup environment is highly preferred. Communication: Native-level Japanese (for local customer nuances) and Business-level English (for communicating with regional/global teams). Tech Savvy: Proficiency in CRM tools, Google Workspace, and advanced Excel for data analysis. Mindset: A "can-do" attitude with the ability to remain calm and decisive under high pressure. \n Why join Lalamove Global Culture: The energy of a global tech giant combined with the focus of a local Japanese startup. Impact: You aren't just managing tickets; you are helping shape how Japan moves. Growth: Rapid career advancement opportunities as we expand our footprint across Japan. Are you are up for it? Apply now and join us as #OneLalamove!

Responsibilities

You will lead a team of CS Specialists to provide high-quality support while driving operational efficiency and monitoring key performance indicators. Additionally, you will manage escalations, implement process improvements, and collaborate with cross-functional departments to align customer service strategies with business goals.