Customer Care Manager

Location: Japan; hybrid. Core hours align with APAC business hours, with global-team overlap from 10am to 7pm JPT.

Company

hirify.global operates an e-commerce marketplace connecting buyers and sellers, including across APAC markets.

What you will do

• Act as the escalation point for complex or unresolved customer cases from APAC users, investigating cases and resolving them within and beyond Tier 1 support.
• Identify recurring ticket patterns and share them with relevant teams to support process improvements and root-cause investigations.
• Coordinate with Product, Account Management, Compliance, Fraud Prevention, and other teams across time zones.
• Manage customer complaints with the Complaint Management team, following defined workflows and maintaining accurate tracking.
• Monitor ticket queues, prioritize cases against SLA targets, and maintain high CSAT and quality scores across APAC.

Requirements

• 1–3 years of experience in customer support, ideally including escalations or complex support cases.
• Exceptional written and verbal communication skills in an APAC language and English.
• Ability to apply established procedures, identify patterns, and resolve non-standard cases within a clear framework.
• Experience with ticketing systems such as Zendesk or AWS and accurate case documentation.
• Ability to coordinate with cross-functional teams, including colleagues outside the local time zone.
• Strong organization skills and the ability to manage multiple priorities while meeting SLA deadlines.
• Reliability, structured working habits, and comfort working independently within defined priorities.
• Previous luxury-watch knowledge is not required.

Nice to have

• Fluency in an additional APAC language, such as Mandarin, Cantonese, Japanese, or Korean.
• Experience in e-commerce, marketplace, or fintech environments, ideally with APAC markets.
• Familiarity with payment workflows, buyer/seller disputes, fraud prevention, and region-specific APAC payment methods.
• Background in quality assurance or process documentation.

Culture & Benefits

• Fixed-term one-year contract with full-time employment.
• Work in a hybrid setup in Japan.
• Follow established procedures, escalation workflows, and defined priorities.
• Work core hours aligned with APAC business hours, including 10am–7pm JPT and overlap with global teams.