Customer Success Advocate

  • Tokyo, Japan
  • Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

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 messaging to support our diverse Square customer base in Japan. Multiple positions are available.

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


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


  • Some experience with Quality Assurance (QA) processes in a customer success or customer service environment

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page


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
  • Paid time off
  • Learning and Development resources

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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