Customer Success Advocate
- Tokyo, Japan
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.
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
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
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.