Technical Support Manager (tokyo Based)

What You Can Expect

You will lead a Tier 2 Technical Support team resolving complex customer escalations across Japan. You'll drive performance through coaching, process improvement, and cross-functional collaboration. You'll deliver exceptional customer satisfaction while building a culture of continuous learning and technical excellence. This is a Tokyo based role, and will report to Technical Support Manager in India.

About the Team

Our Premier Support team resolves complex technical escalations for global customers. We collaborate across regions and functions to deliver trusted technical guidance. We exist to ensure customer success through timely, expert support.

Responsibilities

Leading and developing a team of Technical Support Specialists through coaching, performance management, and personalized career development plans

Managing Tier 1, Tier 2, Billing, and phone porting operations across Japan, ensuring SLA adherence and quality standards

Driving continuous improvement by analyzing support metrics, identifying trends, and implementing process enhancements with cross-functional partners

Resolving critical customer escalations as primary point of contact, ensuring swift communication and technical resolution

Building knowledge resources and training programs to elevate team capabilities on new products, technologies, and troubleshooting techniques

What We're Looking For

Bring 3+ years managing customer-facing technical support teams

Demonstrate experience in SaaS or Unified Communications environments

Communicate clearly across technical and non-technical audiences with strong analytical and problem-solving skills

Understand Unified Communication solutions (Cisco, Microsoft Teams, Zoom, RingCentral, or similar platforms)

Use CRM and ticketing systems (Salesforce, Jira Service Desk, ServiceNow, or equivalent)

Analyze support metrics and present insights to leadership teams

Hold Bachelor's degree in Engineering, Computer Science, Technology, or equivalent practical experience

Apply project management methodologies or hold PMP certification (highly welcomed)

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We're committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we're here to support you at every step.