customer-support

Whatnot is a dynamic online marketplace platform that facilitates live shopping experiences. Users can buy, sell, and discover products they love, engaging in a community-driven environment through live shows. Whatnot ensures a secure shopping experience by vetting sellers and offering protection for unsatisfactory purchases. The company values privacy, providing consent management tools for their users to control cookie usage and personal data processing.

Whatnot is the largest livestream shopping platform in the U.S., connecting buyers and sellers in real-time across any category – from collectibles like trading cards to comics, fashion, sneakers, and more. 

Founded by collectors, the platform couples rigorous seller vetting with unmatched buyer protection to create a trusted and welcoming space for people to share their passions with others. Today, Whatnot’s top sellers earn up to eight figures annually using the platform. 

Backed by Andreessen Horowitz, YC Continuity, and CapitalG, Whatnot’s valuation is $3.7B.

Whatnot

• Manage a team of agents to deliver fast, high-quality support.
• Dig deep into customer issues, track performance metrics, and partner cross-functionally to translate user insights into continuous product and process improvements.
• Lead by Doing: Manage, coach, and set the team culture while actively jumping into the ticket queue alongside them.
• Build It From Scratch: As our first Japan support hire, you'll build processes from day one, manage projects, and make strategic operational decisions.
• Be the Voice of Japan: Act as the bridge between local customers and global HQ/Product teams, advocating for changes that fit the Japanese market.
• Fix What's Broken: Quickly identify user or operational issues, propose realistic solutions, and drive them to completion.
• Look at the Big Picture: Go beyond closing tickets by finding ways to improve the app experience and internal workflows to help Whatnot grow locally.
• Know the Numbers: Use core support metrics (CSAT, response times) to evaluate team performance and guide your coaching.

Customer Experience Manager

Manage a team of agents to deliver fast, high-quality customer support at Whatnot. Collaborate with global HQ/Product teams for improvements to the app experience.

Mercari Group is a Japan-based corporate group operating in both Japan and the US under a mission of “create value in a global marketplace where anyone can buy & sell.” Mercari Group operates several businesses. The first is Mercari, Japan’s largest marketplace app allowing anyone to enjoy easily buying and selling items from their smartphone. Additionally, the Group offers Merpay, a simple, entirely in-app payment service, and Mercari Shops (Souzoh), an e-commerce platform for small businesses. Most recently, the Group established Merlogi as well, as a new company to bring greater innovation to the logistics industry going forward.

Mercari, Inc.

• カスタマーサービスに関わる運用設計と改善（BPR）の推進（課題抽出、打ち手の設計、実行、効果検証）
• AI活用（自動化・支援ツール導入など）を前提とした、業務フローの再設計と定着支援
• 問い合わせ状況の変動などに応じた、運用の優先度設計と稼働最適化のリード
• オペレーションのエスカレーション対応
• 四半期毎のチーム目標およびKPIの設定及び推進

Senior Customer Service – 博多オフィス

Senior Customer Service position aimed at enhancing support operations at Mercari utilizing AI and data-driven improvements. Responsible for managing operational design and efficiency in Fukuoka, Japan.

Match Group is a global technology company that focuses on connecting people and creating meaningful relationships through its innovative platforms and applications. With a presence in over 40 languages, Match Group has facilitated millions of connections worldwide, significantly impacting how relationships are formed in the modern digital age. The company's diverse offerings include applications and technologies that cater to different demographics and societal segments, embracing diversity and inclusion. Match Group emphasizes trust, safety, and privacy, ensuring a secure and positive user experience. Its mission is to foster deeper connections across a broad spectrum of users, and it actively contributes to more inclusive tech connections through its initiatives.

Hundreds of millions of singles have used our brands' dating products to create meaningful connections. Match pioneered the concept of online dating over 25 years ago, then reinvented the category by launching Tinder. Our diverse portfolio of apps and products enables connections across the spectrum of age, gender, and dating goals.

Match Group

• カスタマーケアのサービスレベルを担保し、また、ユーザー体験の向上及び、オペレーションの効率化を目的とした改善活動、運用管理等を行います。
• 実行内容は部門戦略に基づき決定され、詳細設計から導入、また運用をします。
• Customer Care TeamのSpecialistは以下の業務を行います：
- カスタマーケアオペレーションに必要な運用・業務の構築
- 各プロジェクトのプロジェクトマネジメント 
- QA・品質管理体制の運用
- トレーニングの企画・運用設計 
- ナレッジベースの作成・管理・更新
- FAQ、ChatBOTの管理・更新
- BPOへの業務移管に伴う業務・運用設計
- その他、カスタマーサポートツールの導入、運用設計、管理
- 他部署との業務連携
 - 取引先との連携

Customer Care Specialist

Specialist in Customer Care overseeing support operations for matchmaking app Pairs. Responsible for enhancing user experience and operational efficiency in service management.

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world’s largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Barron’s, MarketWatch, Mansion Global, Financial News, Investor’s Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics.

Dow Jones

• Provide high-level telephone and email support on Dow Jones’ suite of products and services
• Retain Dow Jones customers and increase customer loyalty
• Ensure all relevant procedures are followed from beginning to resolution
• Actively seek out opportunities for self-improvement
• Make independent decisions to resolve customer issues
• Work with other Dow Jones departments to ensure escalated issues are handled timely and correctly
• Professional ability to interact with highly valued customers and internal executives if and when applicable

Customer Service Associate, Japanese & English

Customer Service Associate providing telephone and email support for Dow Jones products in Japanese and English. Focusing on customer retention and resolving issues efficiently.

<Expedia Group> is a global online travel marketplace and technology platform that helps consumers and businesses find and book travel — including flights, hotels, vacation rentals, car rentals, cruises and corporate travel services. Through a portfolio of consumer brands (Expedia, Hotels.com, Vrbo, Travelocity, Orbitz, Hotwire, Wotif, etc.) and partner tools, it connects travelers with lodging, transportation and activity providers while offering data, tools and AI-driven technology to partners and enterprise customers. The company operates hundreds of localized websites across dozens of countries and provides both B2C booking experiences and B2B solutions for partners and corporate travel management.

At Expedia Group (NASDAQ: EXPE), we believe travel is a force for good – it opens minds, builds connections, and bridges divides. We create transformative tech that enables unforgettable experiences for all travelers, everywhere. Our trusted family of brands are known and loved by millions, and we power more trips than anyone else. To learn more about our vision of a more open world through travel, visit www.expediagroup.com. 

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. If you require an accommodation or adjustment for any part of the application or recruitment process, please let us know by completing our Accommodation Request Form or contacting your recruiter.

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident about who they are. We do not send job offers via email, or any other messaging tools, to individuals we have not had prior contact with. Our email domain is @expediagroup.com. Our official careers website, where you can to find and apply for job openings, is careers.expediagroup.com/jobs. 

If you require customer service support to cancel, change or ask about a refund for your trip, you can connect with our 24/7 Virtual Agent through the following links:
Expedia: https://www.expedia.com/helpcenter
Hotels.com: https://service.hotels.com/en-us/
Vrbo: https://help.vrbo.com/
For additional assistance, direct message us on Twitter @ExpediaHelp with your itinerary number and email address: https://twitter.com/ExpediaHelp

Expedia Group

• Analyze trends of cost and experience by journey, product, intent, channel, and/or customer* to identify optimization and performance improvement opportunities
• Build working knowledge of customer* tools, products, policies, and processes
• Provide subject matter expert insights where appropriate and required
• Build relationships with key individuals within the team, department, organization, and external partners
• Represent team as key point of contact for escalations both internally and externally
• Monitor and ensure KPIs are delivered and contribute to the overall customer* experience goals
• Identify reasons for fluctuations (e.g., call listening sessions, data dashboards, escalations, and product notifications) against KPIs and remediate
• Actively manage company's large network of call center partners
• Ensure contact centers are proactively escalating issues/bugs and business as usual opportunities for brand sites, agent tools, and suppliers with the objective of reducing customer* effort and increasing efficiency
• Ensure the appropriate handling of any business continuity incident that may occur
• Gather pertinent information about a problem by analyzing data and patterns and identifying underlying issue
• Research and recommends more detailed solutions to resolve problems
• Implement solutions based on advanced knowledge of standard practices and previous experiences; escalates complex or unprecedented issues as needed
• Look for solutions which go beyond the individual customer* resolution, also focusing on how to prevent poor customer experiences in the future and works with teams across the business to implement these solutions
• Represent team or function in cross-functional projects and initiatives as a subject matter expert
• Measure and assess customer* satisfaction, efficiency, and effectiveness of changes with data collection methods and procedures, or identify relevant existing data
• Use relevant data sources to analyze and measure the impact of initiatives and projects
• Deliver requested detailed information about the uses and values of the company's products/offerings
• Journey map across product, intent, and platform offering
• Contribute and develop summary of business performance to key stakeholders
• Keep management informed on progress to goal and status
• Demonstrate ability to manage several tasks and meet deliverable deadlines
• Use judgement to determine the relative impact and urgency of individual tasks

Customer Experience Manager, APAC – Japanese

Customer Experience Manager managing international retail customer operations in APAC. Analyzing trends, optimizing performance, and ensuring customer satisfaction through data-driven insights and collaboration.

Hybrid Customer Support roles in Japan

Browse 5 hybrid customer support roles hiring in Japan.

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