Clarivate is a global leader committed to innovation and collaboration, offering an environment where you can thrive both professionally and personally. We prioritize excellent work-life balance through a flexible hybrid work model, empowering you to work effectively while maintaining harmony in your life. Our Tokyo office, located on the 18th floor, provides breathtaking views of the city, creating an inspiring space for creativity and teamwork. Join a diverse, forward-thinking organization that values your growth and contributions as we shape the future together.
We are looking for a Senior Team Lead, Customer Care, to join our APAC Product Support team. This is an amazing opportunity to work on advanced troubleshooting and to serve as an escalation point, working closely with Tier 1 support, product teams, technical teams, and other stakeholders to diagnose and resolve customer queries and issues while ensuring high level of customer satisfaction. The team consists of 7 people is reporting to the Manager of Customer Care. We have a great skill set in problem-solving and we would love to speak with you if you have skills in customer communication and product technical support.
About You – Experience, Education, Skills, And Accomplishments
- Bachelor's Degree or euaivalent.
- 5 years of relavant work experience.
- Good communication skills in English and Japanese.
- Should have strong analytical and well-established organizational skills.
It would be great if you also had . . .
- Expertise in Intellectual Property management and related tools/databases.
- Working knowledge of database tools is an additional advantage.
What will you be doing in this role?
- Lead team to deliver consistently high standards of customer support.
- Maintain team schedule, including shift and holiday coverage.
- Assure team adherence to department case management, response, and resolution requirements.
- Manage escalations within the team and escalate technical customer issues outside of the team as necessary.
- Communicate policies, practices, and procedures within immediate area of responsibility to stakeholders within the team.
- Plan and lead team-level quality and process improvement initiatives.
- Deliver consistent and timely training, guidance, and feedback to encourage colleague success.
- Oversee day-to-day operations and lead a team of colleagues.
- Plan, delegate, and direct the team's day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team.
- Provide primary input on staffing activities for the team and independently manage colleague performance and career development .
About The Team
- The APAC Product Support is a highly diversified team that provides in-language product expertise in IP intelligence tools to the APAC region customers.
- The APAC Product Support serves across the APAC regions including Japan, China, and Korea, mainly serves corporate offices, law firms and individual inventors.
Hours of Work
- Full-time, permanent position based in Japan.
- This is a hybrid position working in the office up to 2-3 days a week.
At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.
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