Customer Care Manager (E-commerce)

TL;DR

Customer Care Manager (E-commerce): Resolving complex customer cases and complaints across APAC markets with an accent on escalation handling, SLA prioritization, and cross-functional investigation. Focus on identifying recurring support patterns, coordinating with Product, Account Management, and Compliance teams, and maintaining high service quality during APAC business hours.

Location: Japan, hybrid. Core hours align with APAC business hours, including 10:00–19:00 JPT and some overlap with global teams.

Company

hirify.global operates a global online marketplace for luxury watches, connecting buyers and sellers across international markets.

What you will do

• Handle escalated and unresolved customer cases from APAC users, conducting detailed investigations and providing timely resolutions.
• Manage customer complaints in collaboration with the Complaint Management team, following defined workflows and maintaining accurate case records.
• Monitor ticket queues, prioritize cases against SLA targets, and maintain strong CSAT and quality scores.
• Identify recurring ticket patterns and share findings with relevant teams to support process improvements.
• Coordinate with Product, Account Management, Compliance, Fraud Prevention, and other teams across time zones.

Requirements

• 1–3 years of experience in customer support, preferably with escalations or complex cases.
• Strong written and verbal communication skills in English and an APAC language are required.
• Experience using ticketing systems such as Zendesk or AWS and maintaining accurate case documentation.
• Ability to apply established procedures, identify patterns, and resolve non-standard cases within a defined framework.
• Strong organization, independent working skills, and the ability to manage multiple priorities while meeting SLA deadlines.
• Availability for APAC business hours, including 10:00–19:00 JPT, is required.

Nice to have

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

Culture & Benefits

• Work within established procedures, guidelines, and defined priorities.
• Collaborate with international teams across multiple time zones.
• Hybrid work arrangement in Japan.
• Structured caseload management with clear SLA and quality targets.