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

The Role

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

You Have

• The ability to work with Japan-based customers in Japanese (phone and writing), and global Square colleagues in English (reading and writing)
• 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

Even Better

• 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