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Updated 2025-04-18
Activated 2025-04-01

[Chuo-ku, Niigata City] English/Customer Support Leader (Games and Entertainment Division) [Relocation expenses covered/Comprehensive training system]
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This posting is managed by: Global Leaf Co., Ltd.
Company Name Company is not publicly visible
Job Type
Global Leaf Co., Ltd.
Customer Service - Customer Support
Customer Service - Call Centre Manager/SV
Customer Service - Other
Industry Games
Location Asia Japan Niigata

Job Description [Job Summary]
The First Business Division, which is responsible for services in the entertainment field of our company, provides comprehensive quality assurance services, from testing in the game development process for smartphones and home game consoles to post-release support, mainly to customers who are major game companies and overseas titles.
The Customer Support Team provides user support after the release of major games. We will respond to various inquiries and bugs that occur while playing the game via email.
In this position, you will be responsible for team management tasks, such as managing 3 to 10 members as the leader of the team that performs the above tasks.

[Specific Job Content]
You will mainly be tasked with the following tasks using English!
■Management of customer support team members (attendance management, shift management)
■Management of response quality (checking progress, following up with members, quality improvement)
■Negotiations with clients (reporting work progress, creating/explaining labor cost estimates, etc.)
■Understanding project sales/income/expenses
■Improvement of work (cause analysis/response command for service troubles, etc.)
■Preparation for starting new projects
■Discovering new leaders/OJT

[Training system]
After joining the company, you will learn operator duties during training and gradually train in routine work processes and practical knowledge.
After that, you will receive OJT from senior leaders to deepen your understanding of the work. We have ensured a sufficient training period, so you can learn carefully from the basics.
It's okay if you don't have specialized knowledge of games and apps. You can work in an environment where it is easy to ask questions regardless of qualifications or specialized knowledge.

[Scope of change]
Duties as defined by the company
Company Info [Business Overview]
■Debugging, Internet support, and software quality verification business
■We provide BPO services that utilize Internet technology, including "monitoring," "customer support," "EC operation support," "infrastructure operation support," "Internet safety business," and "solution development."
Working Hours 10:00-19:00
*Working hours may vary slightly depending on the project you are in charge of.
Job
Requirements		 [Required skills/experience]
■English: Business level
*For foreign nationals, Japanese: Business level (Japanese Language Proficiency Test N1)
■Experience in customer support or work similar to customer support
■Team management experience or leadership experience
■Experience communicating with B2B customers

[Preferred skills/experience]
■Proven track record in customer support work
■Experience working within a project/team to achieve mid- to long-term quality improvement
English Level Fluent (TOEIC 865-)
Japanese Level Fluent(JLPT Level 1 or N1)
Salary JPY - Japanese Yen JPY 4000K - JPY 6000K   
Other Salary
Description		 [Salary]
Expected annual income: 4.04 million yen to 6 million yen (annual salary system)
■Monthly salary: 336,700 yen to 500,500 yen
■Basic salary: 291,200 yen to 432,860 yen
■Fixed overtime pay: 45,500 yen to 67,640 yen
*Includes fixed overtime of 20 hours/month.
*Excess will be paid in full.

[Various allowances and benefits]
■Transportation expenses (up to 50,000 yen per month)
■Travel allowance
■Retirement allowance system
■Congratulatory and condolence money
■Employee stock ownership plan
■Remote work allowed
■Side jobs allowed
■Qualification acquisition assistance (up to 50,000 yen including exam fees and transportation costs)
■Award system
■Club activity system
■Free coffee/tea/green tea, sweets sold in the office
■Recreation facilities
■In-house one-coin chiropractic and rest room
■Asset formation seminar
■Harassment prevention measures (free consultation room, etc.)
Holidays ■2 days off per week (varies depending on some departments and job types)
■Flexible holidays (2 consecutive days can be taken at any time once a year)
■Paid leave (10 days granted on the day of joining, can be used up to 3 days during the probationary period)
■2 days off per week (varies depending on some departments and job types)
■Flexible holidays (2 consecutive days can be taken at any time once a year)
■Paid leave (10 days granted on the day of joining, can be used up to 3 days during the probationary period)
■New Year's holiday　■Childcare leave, maternity leave, and nursing care leave　■Celebration and condolence leave
※Over 120 days of holiday per year (2023 actual results: 122 days)
※There are many cases of childcare leave being taken, and there are also cases of men taking childcare leave.
Job Contract
Period		 Employment status: Full-time employee (permanent employment)
Trial period: 3 months
*There will be no change in treatment during the trial period
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