Japanese-Speaking Support Escalation Lead

Sonata Software; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Sonata Software is seeking a Support Escalation Manager (Customer Advocate) to investigate and resolve customer escalations beyond the designed support model. You will use strong communication and empathy to protect customer relationships and collaborate across teams, including Executive, Legal, and PR, to ensure effective outcomes.

You will drive resolution across product areas, mentor peers, document issues, and help eliminate root causes while meeting stringent SLAs and delivering meaningful

Qualifications

• Experience resolving customer escalations with empathy and professionalism.
• Ability to balance policy with customer interests and provide clear resolutions.
• Strong written and verbal communication skills for executive stakeholders.

Responsibilities

• Investigate and resolve customer escalations beyond standard support.
• Drive customer recovery across products and support scenarios.
• Communicate case status and roadblocks to stakeholders clearly.
• Mentor team members and document issues for future analysis.
• Identify recurring issues and escalate to appropriate channels.
• Collaborate with Engineering and cross-functional teams to address root causes.
• Adhere to strict SLAs and self-prioritize case work.

Skills

Escalation management

Customer advocacy

Stakeholder communication

Problem solving

Mentoring

Documentation

SLAs compliance

Education

Bachelor's degree or equivalent

Tools

Microsoft 365

Azure

Active Directory

Job description

Sonata Software is seeking a Support Escalation Manager (Customer Advocate) to investigate and resolve customer escalations beyond the designed support model. You will use strong communication and empathy to protect customer relationships and collaborate across teams, including Executive, Legal, and PR, to ensure effective outcomes.

You will drive resolution across product areas, mentor peers, document issues, and help eliminate root causes while meeting stringent SLAs and delivering meaningful