Operations Specialist

Company Overview
The world’s leading AR technology company, sparking creative and engaging journeys in the real world. Their products inspire outdoor exploration, exercise, and meaningful social interaction. Right now they are looking for a Operations Specialist to join their incredible and diverse team.

Job Description
Responsibilities
-Be the point of contact for our APAC local support agents. This includes, but is not limited to, answering policy questions, reviewing and implementing suggestions for process improvements, and following escalation protocols.
-Lead, maintain, and improve all internal support documentation such as workflows, policies, training materials, etc.
-Analyze and review data shared by our vendors. You will prepare comprehensive reports to present meaningful findings to cross-functional, internal, and external teams.
-Continually explore solutions to problems and evaluate ways to more skillfully and effectively lead the global support processes.
-Handle highly sensitive customer concerns via email and occasionally raise issues to the appropriate teams for resolution.
-Plan and execute the day-to-day operations of social media support for one or more products. This includes empowering our community and leading a team of social care response agents.

Requirements
Qualifications
-You have a BA/BS degree or equivalent practical experience.
-You have exceptional verbal and written Japanese and English communication skills.
-You have 3+ years of operations/customer support work experience with a proven record of delivering business value and experience with scale-able support (mobile apps and gaming support a plus).
-You have strong vendor management skills; actively identify and resolve issues to meet objectives.
-You have the ability to effectively lead complex projects and communicate cross-functionally and across geographies with all levels.
-You are a great teammate and self-starter with strong interpersonal skills and a can-do attitude.
-You effectively operate with high energy and flexibility in a fast paced, constantly evolving team environment.

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