Customer Experience Agent (Japanese Speaking) (Ecommerce)

TL;DR

Customer Experience Agent (Ecommerce): Managing buyer and seller interactions and resolving order, payment, and shipment issues with an accent on high-quality problem solving and process improvement. Focus on optimizing internal workflows, troubleshooting complex user issues, and ensuring a seamless end-to-end shopping experience.

Location: Must live within commuting distance of the Tokyo hub in Japan

Company

hirify.global is the largest livestream shopping platform in North America and Europe, enabling users to buy and sell items across hundreds of categories.

What you will do

• Interact with buyers and sellers with a customer-first attitude to ensure a positive experience.
• Resolve customer issues regarding payments, orders, and shipments in a timely and high-quality manner.
• Develop deep expertise in hirify.global's product, processes, and systems to drive positive user outcomes.
• Collaborate with other departments to troubleshoot, research, and resolve open questions.
• Identify and implement opportunities to eliminate repeat contacts and improve the overall customer experience.

Requirements

• Native Japanese and fluent English proficiency.
• 3+ years of support experience handling email and/or chat services.
• Strong understanding of Ecommerce and Marketplace operations.
• Experience with customer-facing systems such as Zendesk, Kustomer, or Intercom.
• Must be based in or within commuting distance of Tokyo, Japan.

Nice to have

• Knowledge of collectibles.
• Bachelor's degree.
• Previous startup experience.

Culture & Benefits

• Flexibility to work from home or from a global office hub.
• Generous allowances: ¥140,000 home office setup, monthly wellness (¥69,500), cell phone/internet (¥20,750), and commuter expenses.
• Comprehensive health insurance options (Medical, Dental, Vision) and pension plans.
• Strong family support: 16 weeks fully paid parental leave and a lifetime benefit for family planning.
• Annual childcare allowance of ¥693,000.
• Generous time-off policy.