Are you passionate about working directly with customers and making an immediate contribution to their success? Are you motivated to solve technical questions and problems? We are looking for someone who is passionate about growing our customer base of online video publishers and providing efficient and accurate technical support. The right candidate will be a highly motivated individual with experience managing a global technical support team in a customer-facing role. Candidates should have an experienced technical background, a working understanding of web-based technologies, and a passion for customer success.
This is a global team, so in this role you will work closely with support offices in the US, Guadalajara, London, Sydney, Chennai and Japan, as well as with clients around the world.
Working at Brightcove is a unique opportunity to join a rapidly growing company and play a key role in building products and online services that are transforming the media industry and changing the way people around the world watch video.
Job Responsibilities
Talent Management
- Manage six or more technical customer service engineers in a multilingual environment.
- Build a customer and employee focused team culture and environment.
- Understand the technical needs of teams and individuals by providing regular coaching, mentoring and constructive feedback.
- We develop employees at all levels within the organisation and ensure successful succession planning by setting and tracking development goals and implementing PIPs (Performance Improvement Plans) where performance issues are identified. To ensure this, we adopt a people-first approach.
- Participate as an evaluator of soft and technical skills to support the recruitment and interview process.
Response management, product and process improvement
- Act as Technical Incident Manager responding to infrastructure and service outages related to large scale cloud applications (AWS), in-house applications and local bugs.
- Drive continuous process improvement/initiatives to increase productivity, improve customer satisfaction (CSAT) and consistently achieve business KPIs.
- You will represent customers to internal stakeholders within our product and engineering teams, ensuring our products and documentation reflect customer needs.
- Participate in global reviews of the organization’s tools, performance, policies and procedures to ensure continuous improvement and standardization across sites worldwide.
- Establishes and ensures adherence to budgets, schedules, work plans and performance requirements.
Reporting and Communication
- Interacts with senior management and executives regarding cross-functional areas and responsibilities.
- Clearly communicate updates on performance against goals and objectives to senior management and executives.
Qualifications and Experience
- Bachelor’s degree (Computer Science preferred but not required)
- Minimum 8 years relevant work experience in a customer facing environment with a minimum of 3 years experience in team/people management and can demonstrate management experience achieving compliance with service level agreements.
- Experience implementing global strategic initiatives to improve customer satisfaction and experience.
- Experience managing large enterprise customer partner relationships and advocating for technical issues and needs.
- Flexibility, attention to detail, organizational skills and the ability to multitask are required.
- Candidates are expected to have native level Japanese and business level English communication skills and a customer focused attitude.
- Proven ability to work with a team to quickly and calmly resolve technical issues.
- Experience in online technical problem solving and troubleshooting.
- Understanding of Internet technologies including browsers, networks, firewalls and proxy servers.
- Working knowledge of web-based technologies such as HTML, CSS, and JavaScript.
It would be good to have
- Programming experience in at least one server-side programming language (Ruby, PHP, Java, Swift, Python).
- Knowledge and working knowledge of online video and rich media.
- Exposure to video encoding applications.
- Strong data entry skills.
Special Terms
- Business level English and native level Japanese required
About Brightcove
Brightcove is a diverse, global team of smart, passionate people revolutionizing the way organizations deliver video. We’re passionate about storytelling and helping organizations reach their audiences in bold, innovative ways. When done right, video has a powerful, lasting impact. It opens minds and changes ways of thinking.
Since 2004, Brightcove has been supporting customers including some of the world’s largest media companies, enterprises, events, and nonprofits. With over 600 Brightcoves around the world, each bringing their own unique talents, we’ve built a culture that values authenticity, personal empowerment, excellence, and collaboration. This culture enables us to harness the incredible power of video and create an environment where you’ll want to grow, stay, and thrive. In short, we take video seriously, and we take great pride in doing so as #oneteam.
Working at Brightcove
We strive to provide an environment where employees can do their best work and be their best selves. This includes a strong focus on employees’ work experiences and actively supports a culture that centers inclusion and growth. We hire, recognize, and promote employees who are committed to the same ideals. We value creating empowering spaces for collaboration, creativity, work-life balance, professional growth, and open communication. Whether employees are working remotely or in one of our offices around the world, there are plenty of opportunities to meet colleagues and celebrate different personal interests and perspectives.
This position is a hybrid remote/office position based in our innovative Tokyo office, located on 9F PMO Tamachi, 5-31-17 Shiba, Minato-ku, Tokyo 108-0014, just a 3-minute walk from JR Tamachi Station and Mita Station on the Toei Mita/Asakusa lines.
We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, sex, gender identity or expression, or veteran status. Brightcove embraces diversity and seeks candidates who support people of all identities and backgrounds. Individuals with underrepresented or marginalized identities are strongly encouraged to apply. If you require an accommodation during an interview, please email us. [email protected].
Brightcove privacy policy We will explain how we handle your personal information and the purpose of the processing.
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