Experienced Customer Support Team Lead – APJ Region at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for guiding teams to achieve their full potential? If so, we invite you to join blithequark as our Customer Support Team Lead for the APJ region. As a key member of our global support team, you will play a vital role in shaping the customer experience and driving business growth in one of the world's most dynamic regions. About blithequark blithequark is a global communications platform powered by Language AI, dedicated to breaking down language barriers and empowering individuals and businesses to connect and thrive. Since 2017, we've been on a mission to revolutionize communication, and our products have already made a significant impact on over 100,000 businesses worldwide. Our team is passionate about innovation, employee well-being, and making a real-life difference. We're a diverse and internationally distributed team, with people from more than 90 nationalities, and we're growing fast – doubling in size nearly every year. What sets us apart At blithequark, we value open communication, regular feedback, and empathy. We believe that leading with a growth mindset and being true to ourselves makes us better together. Our hybrid work schedule allows for flexibility and comfort, while our regular in-person team events foster connection and collaboration. We also prioritize mental health, offering 20 days of annual leave and access to resources to support your well-being. Your role at blithequark As our Customer Support Team Lead for the APJ region, you will be responsible for leading a team of support specialists, providing guidance and support to ensure operational efficiency, quality, and achievement of departmental KPIs and company objectives. You will contribute to the development and implementation of regional strategies, represent the support team on the regional leadership team, and provide regular updates on regional performance. Key responsibilities * Provide leadership, support, and guidance to Support agents across multiple locations within Asia, ensuring operational efficiency, quality, and achievement of both departmental KPIs and company objectives. * Contribute to the development and implementation of regional strategies. * Representing Support on the regional leadership team, maintaining regular communication with senior management, providing updates on regional performance. * Representing Asia within the larger Global Support team, providing regional ownership and updates. * Support your team in their day-to-day work, unblocking any challenges they may have. * Own the hiring/interviewing of new team members. * Help your team members improve their productivity & efficiency. * Build and maintain a great culture within the team. * Assist with training & onboarding of new starts. * Help your team members with their skills & career development. * Hold regular 1:1s with your team members and run and manage the weekly team meetings. * Utilise our data dashboards to anticipate customer and team trends. * Work to identify opportunities to improve team performance & efficiencies. * Own and Collaborate on projects to support the delivery of department OKRs. * Partner cross functionally to help with the delivery of projects & process improvements. About you * You have a passion for customer support and bring 5+ years of experience working in a support team and a leadership level. * You have strong communication skills in both Japanese and English (written, verbal). * You thrive in ambiguity and are happy to come into the office 3 days a week. * You are empathetic and understanding of others’ needs and actively show an interest in coaching & leadership. * You are able to look at data to understand and interpret issues ahead of time. * Your pro-active nature and willingness to try new things helps you to master ambiguous situations. What we offer * Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. * Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. * Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. * Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together. * Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams. * 20 days of annual leave: we value your peace of mind. With 20 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally. * Competitive benefits: just as our team spans the globe, so does our benefits package. We've crafted it to reflect the diversity of our team and tailored it to align with your unique location, to ensure you feel supported every step of the way. We are an equal opportunity employer You are welcome at blithequark for who you are—we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It’s in our diversity that we will find the power to break down language barriers in the world. If this role and our mission resonate with you, but you're hesitant because you don't check all the boxes, don't let that hold you back. At blithequark, it's all about the value you bring and the growth we can foster together. Go ahead, apply—let's discover your potential together. We can't wait to meet you!