Customer Success Advocate
- Full-time
Company Description
Job Description
We are looking for a Customer Success Advocate to join Square’s Customer Success team in Japan. Our team turns questions into commerce. 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 Success Advocate 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 use all support channels including phone, email, and social media to support our diverse Square customer base in Japan.
You will:
Solve customer inquiries by email, phone and social media, using a CRM tool Identify, document, and follow up with Square engineers on product bugs and features, taking ownership of customers’ issues
Recognise opportunities to update external Support Center content and internal Customer Success documentation
Work with other Square Japan and international teams (Product, Engineering, Business Development, Marketing and Finance) to improve product, policies and procedures
Analyse trends in customer issues and suggest improvement ideas and plans
Treat Customer Success as a product at Square, improving and iterating on the customer experience
Work flexible hours as part of a rotating schedule, which can include a mix of weekends and public holidays to support our Square Japan sellers
Work with internal Squares and our Square Japan sellers with empathy, being willing to seek different perspectives, take principled risks and have a focus on inventing and learning
Qualifications
You have:
The ability to work with Japan-based customers in Japanese (writing and phone), and global Square colleagues in English (reading, writing and video meetings)
Experience working in a customer-centric, cross-functional role at a technology company 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 ability to tailor a custom customer success experience to address the unique requirements of individual Square customers
A strong interest in receiving and implementing feedback and focus on improvement
A passion for Square and desire to help customers
Multiple positions are available, to commence in October. Applications to be submitted in English.
Additional Information
Perks
At Square, we want you to be well and thrive. Our global benefits package includes:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Flexible time off
- Learning and Development resources