Senior Manager, Customer Service

Minimum qualifications

• 5+ years of relevant customer service management experience, preferably in the travel, hospitality or technology industries • Passionate about technology, people and shaping Hopper’s ability to provide effortless travel experiences • A track record of consistently meeting or exceeding sales performance goals in a call center environment• Demonstrated experience in launching and scaling customer service operations, particularly in Japan• Strong understanding of the Japanese market, including consumer behavior, regulatory standards, and cultural nuances• The ability to be proactive and an appetite for working with fast changing, innovative technology in a fast-paced environment• Solid track record of monitoring and improving customer service KPIs.• Experience in localizing and adapting customer service processes and content for the Japanese market.• Excellent written and verbal communications skills in both Japanese and English; presents ideas and directives clearly and persuasively and actively listens when spoken/presented to

PREFERRED QUALIFICATIONS

• Relevant contact center domain expertise that will allow you to steer large-scale customer and employee impacting solutions• Previous management experience of operational (both in-house and outsourced) teams • A degree in Hospitality, Tourism or Business Administration is a plus but not required• Experience in B2B2C SaaS customer journey management

About the job

Hopper seeks a dynamic Senior Manager for Customer Service Operations in Japan, aiming to revolutionize our customer engagement through superior support and sales execution within the Customer Service domain. In this role, you will be Hopper's cornerstone for all support and sales delivery in the Japan market, spanning inbound travel support and sales across diverse client channels.

Your role demands a highly organized and service oriented leader capable of steering process and operational improvements with insightful customer data analysis, translating findings into actionable strategies. Positioned under the Head of Service Operations, your leadership will empower a team of in-house and outsourced travel experts, elevating their performance in customer activation and conversion.

You could be a fit if you have a passion for travel and hospitality, love to shop and buy products on your phone, and prefer start-up culture to big company bureaucracy. You should also be able to use your data analytics skills and commercial acumen to help steer sales enablement, inform strategy and drive customer engagement.

Responsibilities

• Develop and implement Hopper’s strategy for sales and customer service in Japan, aiming to surpass targets through strategic planning and execution.
• Partner with BPOs for sales drive and customer service enhancement, ensuring operational excellence and alignment with global standards.
• Innovate and engage in product and service development, leveraging data to refine customer experience and operational efficiency.
• Act as the primary liaison for Hopper, coordinating with local partners and vendors to localize services and content for the Japanese market.
• Monitor, analyze, and strategize based on customer service metrics to achieve continuous improvement and high-quality support.
• Maintain cultural alignment. We want autonomy between business units but not to operate separate cultures entirely. So the director of customer service must ensure that there is cultural alignment between the customer-facing teams and others inside the verticals and ultimately between the business unit and the organization at large.
• Facilitate speed and autonomy. Write and develop new standard operating procedures that can be used by the business unit and elsewhere inside the organization to further advance our product-development capabilities.
• Act as the coordination layer. Horizontally between verticals within the business unit to ensure that the groups are productive and working towards shared objectives. Also, with the leaders of other business units and especially with the support-led Platform business unit to ensure that company-wide technology outcomes, workforce management, learning, quality and operational best practices are being leveraged for the best possible outcomes for customers .

Benefits

• Well-funded and proven startup with large ambitions, competitive salary and stock options
• Unlimited PTO
• WeWork All Access Pass OR Work-from-home stipend
• Entrepreneurial culture where pushing limits and taking risks is everyday business
• Open communication with management and company leadership
• Small, dynamic teams = massive impact
• 100% employer-paid health and dental insurance plans