Customer Service Manager leading teams in Benelux, UK, and Switzerland for a global maritime company. Focused on customer satisfaction and commercial performance in service delivery.
About the role
- Manage a team of agents to deliver fast, high-quality customer support at Whatnot. Collaborate with global HQ/Product teams for improvements to the app experience.
Responsibilities
- Manage a team of agents to deliver fast, high-quality support.
- Dig deep into customer issues, track performance metrics, and partner cross-functionally to translate user insights into continuous product and process improvements.
- Lead by Doing: Manage, coach, and set the team culture while actively jumping into the ticket queue alongside them.
- Build It From Scratch: As our first Japan support hire, you'll build processes from day one, manage projects, and make strategic operational decisions.
- Be the Voice of Japan: Act as the bridge between local customers and global HQ/Product teams, advocating for changes that fit the Japanese market.
- Fix What's Broken: Quickly identify user or operational issues, propose realistic solutions, and drive them to completion.
- Look at the Big Picture: Go beyond closing tickets by finding ways to improve the app experience and internal workflows to help Whatnot grow locally.
- Know the Numbers: Use core support metrics (CSAT, response times) to evaluate team performance and guide your coaching.
Requirements
- 6+ years of support experience, including directly managing agents.
- Bilingual: Native Japanese and fluent English.
- Proven execution: Clear examples of owning strategic projects end-to-end.
- Problem solver: A proactive track record of spotting issues and improving processes.
- System knowledge: Hands-on experience with support platforms like Zendesk.
- Industry awareness: A solid understanding of e-commerce and marketplace operations.
- Bonus points for: Previous startup experience, knowledge of collectibles, and a Bachelor's degree.
Benefits
- Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
- Health Insurance options including Medical, Dental, Vision
- Work From Home Support
- ¥140,000 home office setup allowance
- ¥20,750 monthly allowance for cell phone and internet
- ¥69,500 monthly allowance for wellness
- ¥14,000 monthly allowance for commuter expenses
- ¥693,000 annual allowance towards Childcare
- ¥2,772,000 lifetime benefit for family planning, such as adoption or fertility expenses
- 16 weeks of fully paid parental leave + one month gradual return to work (in addition to any local statutory leave allowances. Company leave allowances run concurrently with country leave requirements which take precedence).
- Pension plans
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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