# Team Manager, Customer Support

**Company**: London Stock Exchange Group (LSEG)
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://lseg.wd3.myworkdayjobs.com/en-US/Careers/job/JPN-Tokyo-Akasaka-Biz-Tower-30/Team-Manager---Workflows-Customer-Support--Language_R0120255-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_116d81b9-2a7

## Description

The Team Manager is responsible for the day-to-day management of a team supporting customers of LSEG offerings in Japanese.

**Key Responsibilities:**

- Lead and develop a team of Support Analysts and Specialists delivering high-quality support for LSEG's Japanese offerings.

- Drive team performance to achieve key service metrics, including resolution times, case quality, and customer satisfaction.

- Hire, coach, and develop team members, providing ongoing feedback and creating opportunities for growth and career progression.

- Cultivate a high-performance, customer-focused culture built on accountability, collaboration, and continuous improvement.

- Coordinate day-to-day operations, ensuring adherence to processes and standard methodologies.

- Act as an escalation point for complex or high-impact customer issues.

- Find opportunities to improve processes, drive efficiency, and enhance the overall customer experience.

- Support the delivery of organisational initiatives and ensure successful adoption within the team.

- Lead recruitment and workforce planning to ensure the team has the right skills and capabilities.

- Lead performance review cycles, ensuring fair, consistent, and development-focused outcomes.

- Promote a culture of continuous learning by supporting training, upskilling, and knowledge-sharing.

**Qualifications and Experience:**

- Bachelor's degree or equivalent experience.

- Extensive knowledge of customer support operations.

- Excellent written and verbal communication skills in English; proficiency in Japanese is highly preferred.

- Proven experience leading and developing high-performing teams.

- Experience in hiring and building talent within a customer support environment.

- Demonstrated ability to engage and collaborate with senior leaders.

- Strong planning, organisational, and interpersonal skills.

- Flexible and adaptable, with a willingness to take on additional responsibilities.

- Passion for people leadership, with a track record of coaching and developing team members.

- Committed to delivering customer-centric outcomes and driving operational excellence.

## Skills

### Required
- customer support
- team management
- communication
- planning
- organisational skills

### Nice to have
- Japanese

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Source: [Apply at lseg.wd3.myworkdayjobs.com](https://lseg.wd3.myworkdayjobs.com/en-US/Careers/job/JPN-Tokyo-Akasaka-Biz-Tower-30/Team-Manager---Workflows-Customer-Support--Language_R0120255-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)