Japanese IT company seeks a Japanese Bilingual Operations Manager.

【Responsibilities and Duties】
● Operations
・Liaison between Dev. team in Japan and US/Europe Sales team
- Bridge communication between the Japan development team and the sales teams in the US/ Europe, ensuring that technical insights from the development team are effectively conveyed both ways.
・Sales Operations
- Optimize efficiency to support the sales team in achieving targets. Streamline sales processes, including order management, contract handling, etc.
・Tracking product feature requests and development progress
- Act as a bridge between US/Europe customer needs and the Japan development team, keep a close eye on new feature schedules and convey necessary updates to the sales team.

● Sales Support
・Technical Sales Support
- Address technical inquiries from the sales team/clients. Assist sales representatives in understanding product features, benefits, and limitations.
・UAT support
- Assist UAT of the upcoming software when requested by the Japan dev team.
・Security Q&A support
- Assist customers with security-related inquiries, which have been rapidly increasing recently. Escalate complex inquiries to the Japan team and be a liaison between the Japan team and the sales team.

● Customer Support
・Customer Success
- Understand their needs, troubleshoot any issues, and guide them toward successful product adoption
- Maintain a relationship, and support customers as they transition from sales prospects to active users of our products. Focus on customer loyalty and building close long-term client relationships, and stay with the same customers as long as they continue to work with us.
・Escalate/Correspondence technical questions/issues raised by Customer Support team
- Escalate complex technical queries raised by the customer support agent to the Japan team, keep track of escalated cases, and give necessary instructions to the customer support agent.

● Product Documentation & Communication
・Product Documentation
- Prepare Manuals and Sales materials
- Work with US Legal advisor, Japan legal team and the development team to prepare localized ToU, T&C, White Paper, EULA, Statements etc.
- Update user manuals, technical documentation, and sales collateral. Ensure that materials are accurate, comprehensive, and user-friendly.
・Announcement / FAQ article preparation and release
- Prepare and release announcement messages for the company's app/product/service outage and major updates collaboratively with necessary teams
- Maintain and update articles (both internal and external) of the company's customer support portal. Keep FAQs current, addressing common queries and troubleshooting steps.

Qualifications and Skills
● Technical Background: Understanding of device software (e.g., Android), networks, and security (a plus).
● Deep Troubleshooting Knowledge: Proficiency in resolving technical issues related to device, Wi-Fi, and networks.
● Customer Support Experience: Previous work in the IT industry providing customer support.
● Bilingual Skills: Strong proficiency in both spoken and written Japanese and English.
● Translation Comfort: Ability to translate technical terms between Japanese and English.
● Effective Liaison: Possessing a good personality for bridging communication gaps.
● Adaptability: Willingness to learn about new products.
Preferred Skills
● Product manager or technical support experience in the IT industry.
● Experience with compliance standards such as HIPAA, FERPA, and COPPA
● Strong understanding of creating and managing documentation, such as privacy policies and terms of use.

Benefits
1. Competitive Salary – Depending on Experience
2. Annual bonus for achieving sales goals
3. Stock options
4. 401K participation
5. Health, Dental, and Vision coverage
6. Company-issued laptop