📌 Core Information
🔹 Job Title: Customer Support Manager - Growth & Product Enablement
🔹 Company: Firework
🔹 Location: Tokyo, Japan
🔹 Job Type: On-site, Full-time
🔹 Category: Customer Support, Management
🔹 Date Posted: July 30, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Leading and evolving the customer support function to enhance customer experience and drive growth.
- Collaborating with internal teams to deliver product updates and identify patterns in customer feedback to influence the product roadmap.
- Partnering with Client Leadership to drive product adoption and upsell opportunities through proactive engagement and support touchpoints.
- Implementing scalable processes and tools to improve the Customer Support team's efficiency and response quality.
ASSUMPTION: This role requires a balance of creative and analytical skills, with a strong focus on customer experience and operational efficiency.
📋 Key Responsibilities
✅ Own a growing book of business; lead the customer experience with timely delivery and solution-oriented support across channels (email, chat, phone).
✅ Collaborate with internal teams to deliver product news, updates, and releases in a clear and engaging way to the customer base.
✅ Define and monitor KPIs tied to customer experience, product engagement, and revenue contribution.
✅ Develop knowledge base articles, product release notes, and customer-facing resources to promote self-service and brand awareness.
ASSUMPTION: This role involves multitasking, meeting deadlines, and thriving in a fast-paced, start-up environment.
🎯 Required Qualifications
Education: Bachelor’s degree required
Experience: 5+ years of customer support, customer experience, or customer success; preference for e-commerce and SaaS
Required Skills:
- Strong understanding of customer journeys and how Customer Support can influence revenue and retention.
- Excellent communication and listening skills, especially in translating technical product updates into customer-friendly language.
- High attention to detail and the ability to multitask, meet deadlines, and thrive in a fast-paced, start-up environment.
- Balanced mix of creative and analytical skills; can lead through data by defining and acting on KPIs to improve performance.
- Passionate about customer experience, operational efficiency, and cross-functional collaboration.
- Must speak, read, and write English and Japanese fluently.
ASSUMPTION: This role requires a unique blend of skills, with a strong emphasis on communication, data-driven decision making, and customer-centric mindset.
💰 Compensation & Benefits
Salary Range: Industry standard for a mid-level management role in Tokyo, e-commerce, and SaaS industries is ¥7,000,000 - ¥10,000,000 per year. This estimate is based on market research and comparable roles in the region.
Benefits:
- Health insurance
- Dental insurance
- Retirement plan
- Flexible work hours
- Paid time off
Working Hours: 40 hours per week, with flexible work hours and paid time off.
ASSUMPTION: The salary range is an estimate based on market research and may vary depending on the candidate's experience and skills.
📌 Applicant Insights
🔍 Company Context
Industry: Firework operates in the marketing services industry, specifically focusing on live shopping, live commerce, and short-form video solutions for brands and retailers.
Company Size: Firework is a mid-sized company with 201-500 employees, offering a dynamic and collaborative work environment.
Founded: Firework was founded in 2017 and has since grown to a global scale, operating in multiple locations worldwide.
Company Description:
- Firework is an e-commerce tech startup that helps brands create and host interactive, shoppable, one-to-one, and short video experiences on their websites.
- The company aims to revolutionize connected commerce by bringing the energy of in-store experiences online, transforming how businesses engage, convert, and build lasting customer relationships.
- Firework offers a high-growth, team-centric environment where innovation thrives, and collaboration fuels success.
Company Specialties:
- Live Shopping
- Live Commerce
- Social Video
- Short-Form Video
- Video Advertising
- Video SaaS
- Livestream Shopping
- Retail Media
- Video on Website
- Premium Video Solution
- and Retail Media Video
Company Website: firework.com
ASSUMPTION: Firework's focus on innovation and collaboration creates an environment that encourages growth and leadership.
📊 Role Analysis
Career Level: This role is a mid-level management position, offering opportunities for growth and leadership within the Customer Support function.
Reporting Structure: The Customer Support Manager will report directly to the Head of Customer Support and collaborate with various internal teams, including Client Leadership, Product, and Engineering.
Work Arrangement: This role is on-site, based in Firework's Tokyo office, with flexible work hours and paid time off.
Growth Opportunities:
- Expanding the Customer Support team and mentoring new team members.
- Developing and implementing new processes and tools to improve team efficiency and customer experience.
- Contributing to Firework's overall growth and success by driving customer retention, product adoption, and revenue expansion.
ASSUMPTION: This role offers significant growth opportunities for the right candidate, with a clear path for career progression within the Customer Support function and the broader organization.
🌍 Location & Work Environment
Office Type: Firework's Tokyo office is a modern, collaborative workspace designed to foster innovation and teamwork.
Office Location(s): 234 7th Ave, 2nd floor, San Mateo, California 94401, US (Headquarters); Tokyo, Japan
Geographic Context:
- Tokyo is a bustling metropolis with a vibrant tech industry, offering numerous networking opportunities and professional growth prospects.
- The city is known for its rich culture, delicious food, and efficient public transportation system.
- Firework's Tokyo office is located in a central business district, providing easy access to amenities and public transportation.
Work Schedule: The work schedule is Monday to Friday, with flexible work hours and paid time off.
ASSUMPTION: Working in Tokyo offers a unique blend of cultural experiences and professional opportunities, making it an attractive location for international candidates.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- On-site or virtual interview with the hiring manager and team members
- Final round interview with senior leadership
- Job offer and onboarding
Key Assessment Areas:
- Customer support experience and skills
- Communication and listening skills
- Analytical and problem-solving abilities
- Cultural fit and alignment with Firework's values
Application Tips:
- Tailor your resume and cover letter to highlight your customer support experience, relevant skills, and achievements.
- Prepare examples of how you've handled challenging customer support situations and drove positive outcomes.
- Research Firework's products, services, and company culture to demonstrate your enthusiasm and fit for the role.
ATS Keywords: Customer Support, Customer Experience, Customer Success, E-commerce, SaaS, Communication Skills, Listening Skills, Attention to Detail, Multitasking, Analytical Skills, Creative Skills, Operational Efficiency, Cross Functional Collaboration, English, Japanese
ASSUMPTION: Firework's interview process is designed to assess candidates' skills, cultural fit, and potential for growth within the organization.
🛠️ Tools & Technologies
- Customer support software (e.g., Zendesk, Freshdesk)
- Project management tools (e.g., Asana, Trello)
- Communication platforms (e.g., Slack, Microsoft Teams)
- Data analysis tools (e.g., Google Analytics, Tableau)
ASSUMPTION: The specific tools and technologies used may vary depending on the candidate's role and responsibilities.
👔 Cultural Fit Considerations
Company Values:
- Innovation
- Collaboration
- Customer-centricity
- Integrity
- Growth mindset
Work Style:
- Dynamic and fast-paced
- Cross-functional collaboration
- Data-driven decision making
- Customer-focused
- Continuous learning and improvement
Self-Assessment Questions:
- How do you stay organized and manage multiple priorities in a fast-paced environment?
- Can you provide an example of a time when you had to translate complex technical information into customer-friendly language?
- How do you approach continuous learning and improvement in your role?
ASSUMPTION: Firework values candidates who are passionate about customer experience, operational efficiency, and cross-functional collaboration, with a strong focus on innovation and growth.
⚠️ Potential Challenges
- Managing a growing book of business and maintaining high customer satisfaction levels.
- Balancing the need for proactive support and engagement with reactive issue resolution.
- Adapting to a fast-paced, start-up environment with evolving priorities and responsibilities.
- Working with a diverse, global customer base with varying needs and expectations.
ASSUMPTION: These challenges can be overcome by strong communication, effective time management, and a customer-centric mindset.
📈 Similar Roles Comparison
- Customer Support Manager vs. Customer Success Manager: While both roles focus on customer experience, the Customer Support Manager is more focused on reactive issue resolution and proactive engagement, while the Customer Success Manager is more focused on customer retention and upselling.
- Industry-specific context: Firework's focus on live shopping and live commerce sets it apart from traditional e-commerce platforms, offering unique challenges and opportunities for growth.
- Career path comparison: This role offers a clear path for career progression within the Customer Support function and the broader organization, with opportunities for mentoring, process improvement, and contributing to Firework's overall success.
ASSUMPTION: Understanding the differences between similar roles and the unique aspects of Firework's business model can help candidates tailor their application and interview responses to better fit the position.
📝 Sample Projects
- Developing and implementing a new customer support process to improve response times and customer satisfaction.
- Creating a knowledge base article to help customers understand and utilize a new product feature.
- Analyzing customer support data to identify trends and opportunities for process improvement and product enhancement.
ASSUMPTION: These sample projects demonstrate the candidate's ability to balance creative and analytical skills, with a focus on customer experience and operational efficiency.
❓ Key Questions to Ask During Interview
- How does Firework support the professional growth and development of its employees?
- Can you describe the team structure and dynamics within the Customer Support function?
- How does Firework approach cross-functional collaboration and communication between teams?
- What are the most significant challenges facing the Customer Support team in the next 6-12 months, and how can this role help address them?
- How does Firework measure and track the performance of the Customer Support team and individual contributors?
ASSUMPTION: Asking thoughtful, insightful questions demonstrates the candidate's interest in the role and commitment to Firework's success.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your customer support experience, relevant skills, and achievements.
- Prepare examples of how you've handled challenging customer support situations and drove positive outcomes.
- Research Firework's products, services, and company culture to demonstrate your enthusiasm and fit for the role.
- Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
