Customer Support Specialist (カスタマーサポートスペシャリスト)

  • Tokyo, 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

*Internally this role is known as Customer Success Advocate

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. Block 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

Perks

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

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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