Customer Experience Manager, APAC

About 3E:

We are a mission-driven company dedicated to creating a safer and more sustainable world!

3E provides award-winning regulatory expertise and cutting-edge technology that seamlessly integrates data and intelligence regarding chemicals, regulations, products, and supply chains for over 5,000 customers globally.

With more than 35 years of experience and 15 locations across North America, Europe, and Asia, we are connecting our customers to a new class of expert-led AI solutions, specifically designed to accelerate future product compliance with trust, speed, and domain authority.

Are you ready to help shape the future? Come join us!

About the Role:

The Customer Experience (CX) Manager, APAC leads customer experience operations in Japan, ensuring high-quality, consistent, and scalable CX delivery aligned with 3E’s customer-focused strategy. Reporting to the Director of Support with a dotted line to the local country manager, this role will be accountable for stabilizing and scaling the local CX operations in Japan.

In this role, you will partner closely with onboarding, sales, and product teams to deliver a seamless end-to-end customer experience and achieve NPS targets.

You are a 'player-coach' people leader who enjoys building high-performing teams and making processes work better both for our customers and internal teams. You will focus on managing performance, coaching the team to elevate the customer experience, overseeing escalations, and ensuring your team delivers high-quality results.

If you are someone who thrives in a fast-paced, globally matrixed environment and brings a practical, solution-oriented mindset to leadership, we invite you to apply.

• Team Leadership & Management:
• Lead and develop our Japan-based support and onboarding/implementation team, coaching experienced specialists, strengthening capability, and creating a clear operating rhythm
• Set measurable goals and expectations, and use data to track progress across customer outcomes, delivery quality, and team performance
• Build a team culture that is accountable, collaborative, and customer-first, while reinforcing a strong connection with global CX teams and 3E ways of working
• Ensure the team stays current on product features and best practices, translating knowledge into consistent, high-quality execution
• Support hiring and team growth, including interview participation and candidate evaluation

• Partner with other CX leaders and cross-functional stakeholders (Product, Commercial, Marketing) to deliver onboarding and implementation that aligns with 3E standards and customer expectations
• Continuously refine onboarding and implementation workflows so customers reach value quickly, and handovers are smooth
• Oversee implementation and delivery against milestones and timelines, ensuring clear communication and proactive risk management

• Lead the day-to-day customer support operation in Japan, delivering timely, accurate, and empathetic responses in a high-touch support model
• Monitor key indicators (response time, resolution time, CSAT) and translate insights into practical improvements to raise consistency and quality
• Own customer communication through escalation and resolution, coordinating resolutions effectively with engineering via Jira-linked workflows
• Identify recurring issues and drive root-cause actions to reduce repeat incidents and improve customer confidence

• Act as a key connector between Japan and global CX, aligning local execution to an established global framework and adapting where needed to reflect local customer realities
• Work closely with the commercial team, strengthening day-to-day collaboration for customer retention and expansion
• Use customer feedback and operational data to spot trends and influence priorities, improving retention, satisfaction, and long-term customer outcomes
• Drive ongoing improvements in playbooks, processes, and tooling to increase team efficiency and scalability as the Japan business grows

• Native-level Japanese and business-level English proficiency (written and verbal), with the ability to work effectively in a global environment.
• Demonstrated experience supporting customers in the Japan market, ideally within B2B and/or software environments.
• At least 4+ years of experience across Customer Experience functions, including customer support and onboarding/implementation, with responsibility for service quality and outcomes.
• Proven people management experience (not a first-time manager), including coaching, performance management, and team development.
• Strong working knowledge of implementation and project management methodologies, including stakeholder alignment and milestone-based delivery.
• Experience using customer support and delivery tools such as Jira, Zendesk (or equivalent), and project collaboration platforms (e.g., Asana, Smartsheet).
• Ability to explain technical or complex issues clearly and professionally to customers and internal stakeholders.
• Comfort operating in a dynamic environment, with the ability to improve processes while maintaining high service standards.
• Strong analytical and structured problem-solving skills; ability to interpret operational/customer data and translate insights into practical improvements.
• Ability and willingness to work onsite three days a week from our Tokyo office

• Impactful Work: Every day, you’ll contribute to initiatives that protect people, safeguard products, and help businesses thrive for an industry-leading organization. 
• Collaborative Culture: Work alongside a team of dedicated professionals passionate about delivering excellence and innovation.
• Career Growth: We will set you up for success with a hands-on training program to equip you with the skills you’ll need to accomplish results. Enjoy opportunities for professional development in an environment that celebrates creativity, flexibility, and results.
• Building a Business: You will get to experience a sense of building a business in the APAC region in a fast-paced, dynamic environment as we look to further accelerate our growth in this region over the coming years.

Disclosures:

3E is committed to a diverse and inclusive work environment. 3E is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. For applicants who would like to request accommodation, please send an email to [email protected]

Visit us at https://www.3eco.com/ 

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