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Customer Support Lead

LocationAsia-Pacific, Japan
Published26th January
Job Type
Job TypePermanent
ConsultantNaqib Chowdhury

PropTech Customer Support Lead role based in Japan

About our client

Our client is using cutting-edge technology—think the perception and navigation AI systems used in self-driving cars—to allow people out in the real world to efficiently capture their work, analyze it, and get things done. They’re building virtual time machines for every job site. Their headquarters is located in San Francisco, CA with remote opportunities growing worldwide.

They are an equal opportunity employer and value diversity at their company. They do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Our client’s Support Representatives are experts in front-line customer support. As a Support Representative, you are expected to have an intensely strong work ethic, positive demeanor, and strong organizational skills. You’ll listen, guide, train and support their customers to the best possible outcome quickly with every interaction.

This is a unique opportunity to join a rapidly growing company with a strong customer and revenue base to build a world-class community of next-generation construction leaders. They have a great story to tell, their customers are changing how the world is built, and they need you to help get the word out.

What you’ll do
  • Professionally communicate and troubleshoot with users
  • Maintain a high level of customer satisfaction in each and every interaction with our client’s customers
  • Help their customer rapidly & accurately resolve any issues they may have when using their product
  • Own the outcomes for each customer interaction by effectively documenting, tracking and navigating requests from inception through completion
  • Gracefully handle escalated conversations with their customers
  • Analyze and monitor key user and operational metrics to help drive improvements to their product and support offerings
  • Promote an environment for renewal by ensuring there are no technical barriers to the customer’s ongoing success
  • Cultivate an in depth understanding of the company’s technology, products, and services, including working with other teams to stay ahead of the curve on upcoming releases and betas
  • Collaborate effectively with all cross-functional peers on specific user-impacting issues
  • Support the company’s culture, assist in defining and scaling their support team
What they’re looking for
  • 5+ years exp of direct customer facing experience for a technically complex product
  • Strong customer-facing skills enabling you to professionally and effectively represent the company
  • Self-motivated, independent learner, eager to expand product and industry knowledge
  • Team player who also works well independently
  • Demonstrate a positive attitude and working relationship with peers and co-workers
  • Highly organized with strong troubleshooting and multi-tasking skills
  • Ability to actively listen and communicate clearly with the ability to explain complicated things simply
  • Conversational level understanding of a corporate IT environment
  • Strong skill set with Google Suite
Bonus Points for
  • Experience with the construction software industry
  • Experience in construction
Is this the right fit for you?
  • Are you excited about driving positive change in construction with a desire to directly engage our client’s customers, understand what makes them tick, and encourage and inspire them to lead change in their organizations?
  • Organized and metrics sound like a good time?
  • You never met a deadline you didn’t like because you have the ability to prioritize progress over perfection and the drive to see projects through to completion?

LMRE Global consultant

Naqib Chowdhury

Naqib Chowdhury

+44 (0)20 3833 2235


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