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’s Customer Service organization is responsible for customer support for individual customers and for designing and operating better customer experiences (CX) at Mercari, Inc. and Merpay, Inc. The organization is driving customer service transformation (CS-AX) through the use of technologies including AI, with the aim of improving operational efficiency while enhancing the quality of the customer experience. By 2029, we aim to resolve most inquiries using AI and pursue effortless experiences for our customers. This team specializes in handling data across Customer Service. Its mission is to analyze customer behavior by combining customer service data with business data, such as transaction and usage data, and use those insights to improve the customer experience. You will provide the data and analysis needed for operations. You will monitor KPIs, evaluate the effectiveness of initiatives, and analyze gaps between staffing plans and actual results to support decision-making by operations teams and management. You will identify issues and opportunities for improvement from operational data and the voice of the customer (VOC), propose improvements to customer service operations and products, and advance initiatives with relevant teams. You will design and track customer service operational KPIs and develop dashboards and data infrastructure. You will provide a foundation for understanding operational realities, detecting anomalies, and implementing improvements based on accurate figures. You will create analysis frameworks and templates using BI tools and generative AI, establishing a foundation for analysis and improvement proposals within the team. You will roll these out to customer service operations teams and across Mercari, creating an environment where everyone can handle customer service data safely and conduct high-quality analyses based on VOC and other information. You will design and implement systems for weekly operational reviews, goal setting, and retrospectives, and use KPIs to drive data-informed analysis, improvement proposals, and PDCA cycles, embedding these practices in day-to-day operations. AI-powered analysis that combines the extensive business data of a C2C (Customer to Customer) marketplace with customer service inquiry data is a challenging area where there is no established right answer yet. This role enables you to influence decision-making through KPIs across customer service operations spanning multiple businesses, including the marketplace, Merpay, and cross-border commerce. Because this is the department that hears from customers first, you can also contribute to improving the customer experience and serve as a catalyst for driving the business forward.
- Alignment with the missions and values of the Mercari Group and its individual companies - At least 3 years of practical experience in customer support or customer service operations - Experience analyzing customer service KPIs, such as inquiry volume, productivity, quality, operational KPIs, response rate, and AI resolution rate, and translating findings into improvement initiatives and implementing them - Experience rolling out and embedding systems, tools, and workflows in frontline operations and improving KPIs - Experience identifying issues independently, engaging relevant stakeholders, and driving PDCA cycles - Japanese: Proficient (CEFR - C1) required
- Experience aggregating and analyzing data using SQL, BigQuery, Looker, spreadsheets, or similar tools - Practical experience building analytical environments or reports using BI tools or generative AI and using them to improve operations or achieve results - Customer service experience in a platform business, such as e-commerce, flea market services, or payments - Experience managing quality and productivity, such as checking customer service quality, optimizing staffing and shifts, or managing knowledge - Experience operating KPI reports in regular meetings or similar settings - Experience planning and delivering training, or collaborating with external business process outsourcing partners - English: Independent (CEFR - A2) preferred
