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Customer Support Team Lead (Japanese language support)

Malaysia - Selangor - Subang Jaya


Customer Support Team Lead (Japanese language support)

Would you like to work with a product that allows you to impact the lives of millions of people in an outstanding way? Are you searching for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational? If so, we’d love to speak to you! We are looking for a Customer Support Team Lead to lead our Japanese-language support team in Kuala Lumpur.

We continue to build a culture of exceptional customer service working directly with property owners and property managers who list their properties, as well as travellers who are looking to book a great vacation rental. We’re the voice of Vrbo, bridging the gap between our sites and our customers. Consider us global detectives who dive headfirst into issues and questions and emerge with solutions. 

We move quickly and deliberately using data to guide our decisions and testing to achieve breakthroughs. We welcome new insights, opinions and pitches which we can Test & Learn in a trusted working environment. We communicate directly, share feedback at all levels, and engage in. 

What you´ll do: 

Team Management 

  • Manage day-to-day operational activities (team attendance, case assignment and service level monitoring) 
  • Keep track of team’s performance and quality metrics to improve and maintain optimal operational performance 
  • Step up to assist team with contact volume to ensure service level goals remain optimal 
  • Perform quality monitoring to identify training and coaching opportunities for team 
  • Resolve critical customer cases with high quality outcome and professionalism 
  • Be a role-model and cultivate a culture of teamwork and continuous self-education  

Subject Matter Expert  

  • Manage escalations from team and engage with customers to resolve complaints 
  • Develop in-depth knowledge on product offerings, processes and policies  
  • Build key relationships and collaborate with other teams to enhance knowledge sharing 

Continuous Improvement 

  • Review and identify root causes on contacts to propose improvements and reduce recurrence 
  • Participate in UATs and provide feedback on customer experience 
  • Share information and knowledge with team members through clear documentation and reports 
  • Contribute actively to meetings and discussions to improve operational efficiency​

Who you are

You’d be great for this role if you have/ are able to:    

  • Have a minimum of 2 years of relevant experience in hospitality or service industry 
  • Proficiency in English and Japanese (native proficiency) 
  • Strong interpersonal skills to grow and guide a team 
  • Good organization skills and an eye for details  
  • Good work ethic to build trust and mutual respect with co-workers 
  • Work proactively with manager to meet targets and goals 
  • Able to work shifts that span weekends and public holidays 

Why join us?

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a desire to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Egencia®, trivago®, VRBO®, Orbitz®, Travelocity®, Wotif®,®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions,™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.


Expedia is committed to creating an inclusive work environment with a diverse workforce.All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

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Job Category
Customer Service Group

Job Function
Contact Center Operations

Malaysia - Selangor - Subang Jaya

Job Type
Full-Time Regular

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