Square creates tools that help sellers of all sizes start, run, and grow their businesses. Square's point-of-sale service offers tools for every part of running a business, from accepting credit cards and tracking inventory, to real-time analytics and invoicing. Square also offers sellers financial and marketing services, including small business financing and customer engagement tools. Square was founded in 2009 and is headquartered in San Francisco, with offices in the United States, Canada, Japan, and Australia. 

We are seeking a highly motivated and resourceful individual to strengthen Square’s Customer Support team. You’ll help building out world class operations at Square - optimizing all support channels including, but not limited to, email, chat, social media, and phone - all while strengthening team culture and promoting employee happiness. 

In this fast-paced environment, you’ll serve as a cross functional liaison working with product, engineering, business development, marketing and finance to drive Square’s most important strategic priorities. You’ll report directly to the Lead of Customer Support and track Key Performance Indicators weekly. This position is located in our Tokyo office. 

You will: 

• Effectively solve customer inquiries via email, phone, and Twitter using a CRM tool
• Effectively handle inquiries and escalations from Support Representatives
• Act as a role model / mentor / coach for other Support Representatives and help them grow their skills
• Analyze trends in customer issues and suggest improvement plans to establish engagement
• Drive improvements in customer satisfaction across channels 
• Develop metrics to measure the growth and performance of the team, and provide reports as needed 
• Utilize your deep knowledge of the product and industry in order to serve our customers 
• Treat Support as a product at Square, innovating and iterating on the customer experience 
• Develop and lead end-to-end project plans and ensure on-time delivery of critical Support initiatives 
• Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help scale the team 
• Always be iterating improvement PDCA cycle to enhance our service
  

You have: 

• Japanese citizenship 
• Business level English written and verbal communication skills (equivalent to TOEIC score 850 and above) 
• A passion for Square to make it successful in Japan 
• 3+ years of work experience in customer support for Japanese customers 
• 1+ years of work experience as mentor or coach for other support representatives in customer support 
• 1+ years of work experience as customer support supervisor (8 – 12 members) is preferable 
• A BA/BS degree from a leading academic institution 
• Genuine curiosity about people and business, while possessing the ability to inspire passion in others 
• Strong organizational, analytical, written, and verbal communication skills 
• The ability to effectively influence and communicate cross-functionally 
• Creative problem-solving abilities and a passion for innovation 
• Superb attention to detail 
• The ability to adapt to new situations quickly and think on your feet 
• Excellent time management skills  
• A desire to help people and improve the customer experience 
• Experience building and scaling customer support operations, particularly in a fast-paced startup or tech environment 
• A level-headed leadership style and perform well under pressure 
• The ability to work weekends as part of a rotating schedule 
• The ability to work holidays when it is necessary 
  

Cover letter required. Please indicate your career goals and how Support fits into your career road map.