Bilingual Operations Supervisor – Japanese CX

inspiro; Pasig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

JLPT N1/N2

Lean Six Sigma Yellow Belt or Green B​

COPC Customer Experience (CX) Standard

Job summary

inspiro is seeking a seasoned supervisor to lead bilingual Japanese-speaking customer service teams across voice, email, chat, and back-office support. You will ensure service levels, quality, and productivity while addressing escalations and driving continuous improvement.

Strong JLPT N2/N1 and English skills are required, with experience coordinating with Japanese-speaking clients and stakeholders. The role emphasizes frontline leadership, feedback analysis, and cross-functional collaboration

Qualifications

• Bachelor's degree in Business Administration, Management, Operations Management, Communications, Japanese Studies, or related field.
• Professional fluency in Japanese (Nihongo) and strong English for coordination, reporting, and cross-functional collaboration.
• 4–6 years of experience in BPO/contact center/customer experience with team supervision and service delivery.
• Experience supervising omnichannel customer service operations across voice, email, chat, and back-office support.

Responsibilities

• Supervises day-to-day bilingual customer service operations across voice and non-voice channels, ensuring achievement of SLAs, quality standards, and customer satisfaction objectives.

Skills

Team supervision

Performance monitoring

Customer escalation

Omnichannel operations

Stakeholder communication

Education

Bachelor's degree in Business Administration, Management, Operations Management, Communications, Japanese Studies, or related discipline

JLPT N2 or N1 preferred

Tools

CRM platforms

Ticketing systems

Knowledge management tools

Operational dashboards

Job description

inspiro is seeking a seasoned supervisor to lead bilingual Japanese-speaking customer service teams across voice, email, chat, and back-office support. You will ensure service levels, quality, and productivity while addressing escalations and driving continuous improvement.

Strong JLPT N2/N1 and English skills are required, with experience coordinating with Japanese-speaking clients and stakeholders. The role emphasizes frontline leadership, feedback analysis, and cross-functional collaboration