Job Description
Title: Customer Support Specialist
Location: Japan
- Employees can work remotely
- Full-time
Company Description
Since we first opened our doors in 2009, the world of commerce has evolved immensely and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel solutions to help sellers sell online, manage inventory, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow all in one place.
Today, we’re a partner to sellers of all sizes large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.
There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.
Job Description
We are looking for a Customer Support Specialist to join the Square Japan Customer Success team. The Customer Success team works with Square customers by phone and email to solve problems, demonstrate how to get the most out of Square, and always improve our Square products by giving feedback to Square Product teams. Time is the most precious resource for business owners and consumers, with every minute spent struggling to answer questions being time that could be used to bring about economic change for themselves and their communities. As Customer Support Associates, you will blend technology and human interaction to provide an effortless experience so Square Japan customers can quickly get back to doing what they do best. Reporting to the Lead, Customer Success, you’ll support our diverse Square customer base across Japan.
This role can be worked remotely from anywhere in Japan or work hybrid with our office in Tokyo. We are recruiting for multiple candidates for this role.
You will:
- Spend the majority of your day (up to 80% of your shift) working with Square sellers by handling inbound phone inquiries
- Apply creative problem solving to seller inquiries with the support of your partners, resource and leadership
- Identify, document, taking ownership of customers’ issues seeing problems through to resolution, escalating feature requests
- Analyse trends in customer issues and suggest improvement ideas and plans
- Work with internal Square team members and our Square Japan sellers with empathy, being willing to seek different perspectives, take principled risks and have a focus on inventing and learning
- Hours of work is 9am-6pm, which can include a mix of weekends and public holidays to support our Square Japan sellers
Qualifications
You have:
- The ability to work with Japan-based customers in Japanese (phone and writing), and global Square colleagues in English (reading, writing and video meetings)
- Experience working in a customer support role or a background in hospitality, retail or a customer-facing role
- Problem-solving skills – you enjoy digging into a problem and finding a solution
- The soft skills to engage with sellers over the phone, asking questions and offering solutions for their business
- The ability to tailor a custom customer support experience to address the unique requirements of individual Square customers
- Comfort with ambiguity and resilient when facing rapid change
- A strong interest in receiving and implementing feedback and focus on improvement
- A passion for Square and the desire to help customers
Optional:
- Some experience with Quality Assurance (QA) processes in a customer support or customer service environment
- Have experience working in the technology industry in a customer support role