Customer Success Department

① [Introduction] What role does your department play?

Our Customer Success Department serves as the core of customer engagement within the company, focusing daily on customer satisfaction and improving the user experience. Our main responsibilities include:

・Understanding customer needs

・Supporting the development of new features in collaboration with the technical team

・Providing customer support

・Optimizing FAQs and automated services

As the department director, I am responsible for strategic planning, resource allocation, and team management, ensuring that the department’s initiatives align with the company’s overall goals.

② [Daily Routine] Please tell us about your daily schedule from arriving to leaving work.

10:00 – Arrive at office / Morning meeting

10:15 – Check emails / Assign tasks

10:30 – Team meeting

11:00 – Respond to emails

13:00 – Lunch

14:00 – Resume work / Check and respond to emails

15:00 – Review and organize tasks

18:30 – Prepare daily report

19:00 – Leave office

③ [Highlights] What strategies do you use in your work, and what moments give you a sense of fulfillment?

・I feel most fulfilled when receiving words of appreciation from customers.

・I promote automation in our processes, contributing to increased trust and satisfaction from users.

・I analyze problems from multiple perspectives and strive to respond flexibly.

・I utilize multilingual skills in daily operations.

・I have a thorough understanding of almost all operational procedures in the department.

④ [Personal Comment] Please share a moment that made you feel “glad to be in this job” or an especially memorable experience.

Receiving thank-you messages or high ratings from customers, especially when my name is mentioned, gives me a strong sense of accomplishment.

⑤ [Summary] What value do you think your department provides to the company?

Our department enhances customer satisfaction and user experience. Specifically, by understanding customer needs, collaborating with the technical team to support new feature development, providing customer support, and optimizing FAQs and automated services, we aim to deliver a more comfortable and valuable service experience to our customers.