Customer Support Manager

About Firework Join Firework Where Innovation Meets Impact

Firework is revolutionizing connected commerce with the worlds most advanced and largest AI-powered video commerce platform, trusted by global brands and leading retailers. We bring the energy of in-store experiences online, transforming how businesses engage, convert, and build lasting customer relationships.

At Firework, youll be part of a high-growth, team-centric environment where innovation thrives and collaboration fuels success. Having raised over $235m to date led by investors such as the SoftBank Vision Fund 2 and operating at a global scale, we offer unparalleled opportunities to work cross-functionally, solve complex challenges, and drive meaningful impact in the future of connected digital commerce.

If youre curious, ambitious, and energized by big ideas, Firework is the place to grow, lead, and shape the next era of online shoppingtogether.

Firework is growing Were looking for a dynamic Customer Support Manager to lead and evolve our support function and customer experience into a strategic growth engine. This role will focus on customer retention, product adoption, and revenue expansion in partnership with Client Leadership (Customer Success) through proactive support, education, and timely product communication.

• Own a growing book of business; lead the customer experience with timely delivery and solution-oriented support across channels (email, chat, phone)
• Partner with Client Leadership to drive product adoption to drive upsell opportunities through proactive engagement and support touchpoints
• Collaborate with internal teams to deliver product news, updates, and releases in a clear and engaging way to the customer base
• Identify patterns in customer feedback and support requests to influence product roadmap and reduce churn
• Implement scalable processes and tools that improve the Customer Support team efficiency and response quality
• 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

• Bachelors degree required
• 5 years of customer support, customer experience, or customer success; preference for e-commerce and SaaS
• 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

The role is based in our Tokyo office.

We understand some candidates may see the above and not apply because they dont meet all the qualifications. We encourage you to apply anyway; we often find talented candidates that fit many other opportunities we have and look for potential too, not just what you did in the past. As an equal employment opportunity employer, we are a diverse team that strives for an inclusive environment for all. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, age, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Locations - Tokyo