Sr. Customer Support Specialist

Role Overview

As a Sr. Customer Support Specialist, you will be responsible for managing outsourced call center partners and leading initiatives to continuously improve customer experience. You will collaborate with internal teams and external partners to ensure effective vendor governance and service delivery.

What You Will Do

Manage outsourced call center partners, resolve customer escalations, own forecasting of customer contact volumes, track and manage costs, drive optimal delegation of tasks to vendors, and lead vendor governance.

Why It Might Be a Fit

This role requires a strong understanding of call center and repair center operations, as well as the ability to manage vendors in a dynamic business environment. You will have the opportunity to plan and execute new service offerings for iRobot products in Japan and possibly expand it to global.

Requirements

• 5+ years of experience in customer service or call center management
• 5+ years of experience managing third-party vendors, including outsourced call centers
• Experience identifying, selecting, and managing external service providers to meet business requirements
• Understanding repair center and other business operations related to call center management
• Native-level Japanese and business-level English (both written and verbal)