Jobs in Japan
Explore hand-picked jobs in Japan for English speakers across tech, education, marketing, and more.
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Explore hand-picked jobs in Japan for English speakers across tech, education, marketing, and more.
Vetted companies only. Apply from overseas.
MercariThis job posting was originally in Japanese. The English version is automatically translated. Please visit the company site for the most accurate information.
The Mercari Group Customer Service organization is responsible for providing customer support to individual customers at Mercari, Inc. and Merpay, Inc., as well as designing and operating better customer experiences (CX). The organization also plans and implements CS transformation (CS-AX) using technologies such as AI, while improving operational efficiency and the quality of the customer experience. Its mission includes pursuing an effortless experience for users, with the goal of resolving most inquiries through AI by 2029. This team works across the CS and Trust & Safety domains for all services offered by the Mercari Group. It leads the optimization of staffing based on capacity planning and operational monitoring to deliver the highest service levels. The team supports the execution of CS/TnS operations and the continued evolution of our products. With a view to significantly increasing the AI resolution rate by 2029, this role leads a fundamental transformation of the foundations for workforce optimization, real-time management (RTM), and operational efficiency across the Mercari Group’s CS/TnS domains. In managing capacity plan execution, you will validate the accuracy of inquiry volume forecasts and the figures underlying operational team productivity and plans (plan factors), assess accuracy, analyze causes when plans and actual results diverge, and provide feedback to relevant teams. For workforce allocation control, you will manage staffing based on capacity plans, communicate with operations teams and outsourcing partners, and adjust work shifts and break times for internal operations teams. For operational KPI management, you will compile actual operational KPI results, assess and analyze accuracy, provide feedback to operations teams, and establish operating rules for tools that compile operational results and manage their use within operations teams. For Real-Time Management (RTM), you will manage RTM for chat inquiries and communicate with operations teams, as well as track the real-time progress of email inquiries and control resource allocation. You will drive the transformation of replacing human-led customer service with AI by improving the efficiency of existing operations and automating them with AI, while designing for future scalability. You will gain hands-on experience designing workforce operations from the ground up for customer service across a range of businesses, including not only the Mercari marketplace but also Merpay and international cross-border commerce. As inquiry channels transition to chat, you will also lead updates to RTM operations across multiple Mercari Group businesses and support domains.
- Alignment with the missions and values of the Mercari Group and its companies - At least one year of experience in Real-Time Management or Workforce Management at an operating company, BPO provider, customer support organization, or similar - Experience structuring issues based on data and driving improvement proposals and decision-making while engaging relevant stakeholders - Numerical analysis, reporting, and simulation skills using Excel or Google Sheets - Japanese: Proficient (CEFR C1) required
- Practical experience incorporating generative AI or similar tools into work to improve operations or achieve results - Experience and knowledge managing Workforce Management or Real-Time Management across multiple locations and vendors, including BPO providers - Experience extracting, visualizing, and analyzing data using SQL, BI tools, Looker, or similar - English: Independent (CEFR A2) preferred
