Customer Experience Manager (Ecommerce)

TL;DR

Customer Experience Manager (Ecommerce): Managing a support team to deliver high-quality service for the Japanese market with an accent on operational scaling and process creation. Focus on building the Japan support function from scratch, optimizing user experience, and bridging local insights with global product teams.

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

Company

hirify.global is the largest livestream shopping platform in North America and Europe, enabling users to buy and sell collectibles, fashion, and electronics.

What you will do

• Manage, coach, and set the culture for a team of support agents while actively assisting in the ticket queue.
• Build support processes, manage projects, and make strategic operational decisions as the first Japan support hire.
• Act as the bridge between local Japanese customers and the global HQ and Product teams to advocate for market-specific changes.
• Identify user or operational issues and drive realistic solutions to completion.
• Utilize core support metrics such as CSAT and response times to evaluate performance and guide coaching.

Requirements

• 6+ years of support experience, including direct management of agents.
• Native Japanese and fluent English (C1+) proficiency.
• Proven track record of owning strategic projects end-to-end.
• Hands-on experience with support platforms like Zendesk.
• Solid understanding of e-commerce and marketplace operations.
• Must be based in Tokyo, Japan, or within commuting distance of the office hub.

Nice to have

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

Culture & Benefits

• Flexible time off policy and company-wide holidays, including spring and winter breaks.
• Comprehensive health insurance options including Medical, Dental, and Vision.
• Generous allowances for home office setup, wellness, cell phone, and internet.
• Extensive support for family planning, including annual childcare allowances and lifetime fertility/adoption benefits.
• 16 weeks of fully paid parental leave with a gradual return-to-work program.
• Pension plans.