Assistant Customer Service Manager

Lalamove is a leading on-demand delivery platform that is disrupting the logistics industry by connecting customers and drivers through advanced technology. We operate with Passion, Execution, Grit, and Humility. In Japan, we are rapidly scaling to empower local SMEs and individual users with lightning-fast delivery solutions.

As the Assistant Customer Service Manager, you will be the bridge between our frontline operations and management. You will lead a team of CS Specialists to provide world-class support to both our users (customers) and our partner drivers. You will drive efficiency, monitor KPIs, and ensure that every interaction reflects Lalamove’s commitment to speed and reliability.

• Team Leadership: Supervise, coach, and mentor CS agents and Team Leads to ensure high performance and career growth.

• Operational Excellence: Oversee daily workflow to meet critical KPIs, including Response Time, Resolution Rate, and CSAT (Customer Satisfaction).

• Escalation Management: Handle complaints and complex issues from users or drivers with professionalism and a problem-solving mindset.

• Process Improvement: Identify "room for improvement" in current workflows and implement data-driven solutions to enhance the customer journey.

• Stakeholder Collaboration: Work closely with Marketing, Sales, and Driver Operations to align CS strategies with broader business goals.

• Reporting: Analyze daily/weekly performance metrics and present insights to the Customer Service Manager.

• System Management: Manage and maintain CS related systems. (e.g. Chatbot and FAQ help centre)

• Experience: Minimum 3–5 years in Customer Service or Operations, with at least 1–2 years in a supervisory or leadership role.

• Industry Knowledge: Experience in logistics, e-commerce, or a high-growth startup environment is highly preferred.

• Communication: Native-level Japanese (for local customer nuances) and Business-level English (for communicating with regional/global teams).

• Tech Savvy: Proficiency in CRM tools, Google Workspace, and advanced Excel for data analysis.

• Mindset: A "can-do" attitude with the ability to remain calm and decisive under high pressure.