Customer Experience Manager, Japan

Whatnot, Inc.

Job Overview

Location

Tokyo, Japan

Job Type

Full-time

Full Job Description

📋 Description

• As the Customer Experience Manager for Japan, you will be instrumental in shaping and scaling Whatnot's customer support operations within this critical new market. This is a unique opportunity to build a customer experience function from the ground up, establishing best practices, processes, and a high-performing team that will define the standard for customer satisfaction in Japan.
• You will lead by example, managing, coaching, and mentoring a team of customer support agents. Your leadership style will foster a culture of excellence, empathy, and continuous improvement, while also being willing to roll up your sleeves and actively participate in the support queue to understand firsthand the challenges and triumphs of your team and our users.
• A core responsibility will be to act as the primary advocate for our Japanese customers. You will serve as the vital bridge between the local user base and our global headquarters, including Product and Engineering teams. Your insights and feedback will be crucial in ensuring that our platform and services are tailored to the nuances and expectations of the Japanese market, driving necessary product and process enhancements.
• You will be tasked with proactively identifying and resolving both user-facing issues and internal operational inefficiencies. This involves a deep dive into customer feedback, support tickets, and operational data to pinpoint areas for improvement. You will then be responsible for proposing practical, data-driven solutions and meticulously driving their implementation to successful completion.
• Beyond day-to-day ticket resolution, you will adopt a strategic, big-picture perspective. Your focus will extend to identifying opportunities to enhance the overall app experience and streamline internal workflows. The ultimate goal is to contribute significantly to Whatnot's growth and success in Japan by ensuring a seamless and delightful customer journey.
• Data will be your compass. You will rigorously track and analyze key customer support metrics, including Customer Satisfaction (CSAT) scores, response times, resolution rates, and other relevant KPIs. This data will not only be used to evaluate team performance and guide individual coaching but also to inform strategic decisions and demonstrate the impact of the customer experience function.
• As the first dedicated support hire in Japan, you will have the autonomy and responsibility to build the foundational operational framework. This includes defining support channels, establishing service level agreements (SLAs), developing training programs, and implementing the necessary tools and technologies to support a scalable operation.
• You will collaborate closely with global CX leadership to align Japanese operations with Whatnot's overarching customer experience strategy, while also championing local market needs and adapting global initiatives for Japan.
• This role requires a hands-on approach, a deep understanding of e-commerce customer support challenges, and the ability to thrive in a fast-paced, startup environment. You will be empowered to make significant operational decisions and shape the future of customer support for Whatnot in Japan.
• Your success will be measured by the team's ability to deliver exceptional support, improve customer loyalty, and contribute to the overall growth and reputation of Whatnot in the Japanese market. You will be a key player in ensuring that Whatnot becomes the preferred live shopping platform for Japanese consumers.
• This role operates within a hybrid work environment, requiring you to live within commuting distance of our Tokyo hub to facilitate essential in-person collaboration and team building.

🎯 Requirements

• 6+ years of customer support experience, with a significant portion including direct management and leadership of support agents.
• Native fluency in Japanese and professional fluency in English, enabling seamless communication with both local customers and global teams.
• Proven track record of successfully owning and executing strategic projects from inception to completion, demonstrating strong project management and problem-solving skills.
• Demonstrated ability to proactively identify operational issues, develop innovative solutions, and drive process improvements within a customer-facing environment.
• Hands-on experience with customer support platforms and CRM systems, such as Zendesk, Salesforce Service Cloud, or similar.
• Solid understanding of e-commerce, marketplace operations, and the unique customer support needs within these industries.

🏖️ Benefits

• Flexible Time Off Policy and Company-wide Holidays, including spring and winter breaks.
• Comprehensive Health Insurance options: Medical, Dental, and Vision coverage.
• Generous Work From Home Support, including a ¥140,000 home office setup allowance and a ¥20,750 monthly allowance for cell phone and internet.
• Monthly wellness allowance of ¥69,500 to support employee well-being.
• Commuter expense allowance of ¥14,000 per month.
• Annual childcare allowance of ¥693,000.
• Lifetime benefit of ¥2,772,000 for family planning, such as adoption or fertility expenses.
• 16 weeks of fully paid parental leave, with an additional one-month gradual return to work period, in addition to local statutory leave.
• Pension plans.
• Opportunities for professional growth and development within a rapidly expanding global company.

Skills & Technologies

Spring

Remote

Degree Required

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Whatnot, Inc.

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About Whatnot, Inc.

Whatnot operates a live-stream marketplace for collectibles, sneakers, trading cards, apparel, and other hobby items. Sellers host real-time auctions and fixed-price shows while buyers bid or purchase through the mobile app. The platform combines live video, integrated payments, and authenticated shipping to reduce fraud. Founded in 2019, the company is headquartered in Los Angeles and has raised multiple venture rounds to expand categories and international markets.

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