Account Supervisor

Reporting Location: Tokyo - Shinjuku Workplace Type: Hybrid ABOUT US tms unites technology, marketing, and sourcing to drive transformational change for the world’s leading brands. With 1,200+ employees across 26 countries, we offer an impressive range of solutions – from inspiration and innovation to category management and delivery. Operating as a creative agency, a strategic consultancy, a sourcing business, and a technology provider, we engage with over 110 million customers every single day for our clients, including McDonald’s, T-Mobile, O2, Starbucks, and adidas. Most importantly, we're a place where you can achieve great things, and be recognized as the best. WHAT MATTERS THE MOST Breakthrough, business-driving ideas come from extraordinary people with the freedom to be their most authentic selves at work. Authenticity and diversity are critical elements of our business. They can only be realized when we create access and equity for all. We foster a culture of inclusion and belonging and aspire to be ever-evolving. tms is a place where brilliant people are better together. If you want your ideas to be heard and to contribute to a culture of inclusion and authenticity, bring us your voice! Visit us at tmsw.com . WHY WE THINK YOU WILL LOVE THIS ROLE We are seeking a highly organized and bilingual Client Support & QA Coordination Specialist to manage complaints/inquiries from consumers, client, licensors, and other stakeholders for Happy Meal toys. The position serves as a key communication hub between internal QA teams (mainly in Hong Kong), external partners, and various internal/external stakeholders and ensure efficient service delivery. The ideal candidate will possess strong client/customer service skills, excellent problem‑solving ability, and proven experience in production development or project management. This role also includes involvement in creating toy instructions and packaging warning texts. WHAT YOU WILL BRING TO THE ORGANIZATION Customer & Stakeholder Inquiry Handling Manage customer complaints and safety/technical inquiries related to Happy Meal toys from consumers, licensors, clients, and any stakeholders. Provide accurate technical explanations in collaboration with the internal QA team (mainly in HK). Respond to escalated safety or quality issues promptly and ensure appropriate follow‑up actions. Safety Incident Management React immediately to safety‑related incidents (injuries, ingestion risks, choking hazards, small parts in the package, etc.). Coordinate with internal QA teams, external partners, and relevant global safety contacts. Support root‑cause investigation and documentation. Provide the incident reports in timely manner. Documentation & Product Communication Create and review toy instruction leaflets, user guidance, and packaging warning statements. Ensure compliance with internal safety guidelines and regulatory requirements. Cross‑Functional & International Coordination Liaise with internal QA teams (and/or external safety labs) and manufacturing partners in regions such as Hong Kong, China, and the U.S. Communicate quality requirements clearly to non‑technical teams (Marketing, CS, Sales, Legal, etc.). Maintain smooth communication flow between internal departments and external stakeholders. Project Management Manage timelines, deliverables, and communication flow for toy‑related development and QA projects. Track progress, maintain documentation, and support coordination between internal teams and suppliers. SKILLS AND EXPERIENCE WE WOULD LIEK YOU TO HAVE Must‑Have Fluent in Japanese; native‑level proficiency strongly preferred. Business‑level English (speaking, reading, and writing). Experience in managing customer support or QA in consumer products. Ability to translate technical documents related to product safety, warnings, or user instructions. Strong communication and coordination skills when working with internal teams and external partners. Excellent organizational and project management skills. Nice‑to‑Have Understanding of toy safety standards (e.g., ST, ASTM, CPSIA, EN71). Experience working with overseas vendors or global organizations.