Customer Support Systems Planning Data and Analytics Lead

You will improve the data and analytics foundation for customer support. You will evaluate generative AI agent quality, analyze customer-support and customer-behavior data, design KPIs and dashboards, identify improvement opportunities, validate outcomes, establish data governance, and drive projects with business, engineering, and customer-support stakeholders.

Responsibilities

• Evaluate generative AI agent quality and continuously improve accuracy
• Collect, integrate, and analyze inquiry logs and customer-behavior data
• Design KPIs and build dashboards
• Identify issues through data analysis and develop and validate improvement measures
• Develop data platforms and governance for generative AI and data use
• Drive projects with business, engineering, customer support, and related departments

Requirements

• Practical experience extracting, aggregating, and analyzing data using SQL or similar tools
• Experience visualizing data and building dashboards with BI tools
• Experience identifying issues through data analysis and developing and validating improvement measures
• Interest in and ability to learn and use generative AI, LLMs, and new technologies
• Ability to translate business issues into data- and system-based solutions
• Ability to drive projects with engineering, customer support, planning, and other stakeholders
• Ability to attend or travel to customer-support sites in Yotsuya, Sapporo, and Fukuoka

Benefits

• Super-flexible working hours with no core time
• Annual paid leave starting at 14 days
• Personal paid leave
• Social insurance
• Defined contribution pension plan