White Rabbit Japan

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Customer Service Associate

  • Customer & Community
  • Full-time
  • Yokohama, JP
  • Remote friendly

2021-10-14 09:14:57 UTC

The White Rabbit Customer Success Team is on a mission to delight the tens of thousands of customers around the world who rely on our products and services like Blackship and White Rabbit Express. We’re an operational team that focuses on delivering exceptional customer outcomes and being there for consumers when they need us most. We're looking for people with excellent analytical and communication skills who are passionate about the customer and helping them get the most out of White Rabbit.

Customer Service Associates are at the heart of what drives us — helping customers. Your main responsibilities lie in turning users into loyal customers by providing awesome proactive (reaching out) and reactive (responding) support. You’ll primarily communicate with customer over email, in Live chat, and through our community forum to help customers with pre-sales, product feature, order, and shipping issues. You’ll also be a voice for the customer, ensuring the company is learning from customer experiences with the product (both good and bad!)

This role requires a love of learning, deep curiosity, and clear-writing skills. The right customer solution won't always be obvious, but you see this as part of the fun!

Sustainable growth for White Rabbit Japan is a byproduct of putting our customers and their needs first. Our Customer Success team is a vocal and respected advocate for the customer, and we value strong collaboration with other teams, including Engineering, Marketing, and Fulfillment Ops. We care about your career development as support professional. We’ll make sure you’re developing skills and knowledge that will serve you for years to come.

What you’ll do:

  • Assist customers with their requests via email and live chat.

  • Educate customers about our products and services and provide guidance and status updates.

  • Develop and evolve the user support experience strategy for White Rabbit Express and Blackship based on a deep understanding of products and market.

  • Maintain a pulse on user feedback to help our team develop and refine systems to make sure we’re always improving.

  • Act as a liaison between customers and vendors to purchase items, confirm product details, and check item availability.

  • Pick up specific products for customers from stores located in Tokyo.

You might be a fit for this role if:

  • Eligibility to work in Japan

  • Ability to speak and write in English fluently and idiomatically

  • Ability to communicate (written and spoken) in Japanese at an intermediate level (JLPT N3 equivalent or more)

  • Impeccable attention to detail and customer empathy

Preferred qualifications:

  • Customer support experience.

  • Experience working at early- or growth-stage startups.

  • Ability to speak and write in English and Japanese fluently and idiomatically. Additional languages are big plus, especially Chinese, Spanish, French, Portuguese, and German.

  • Experience in eCommerce, proxy buying or Internet products.

  • Ability to work independently on project deliverables in a fast-paced, and ambiguous environment with proven success in project management, execution, and multi-tasking.

  • Communication skills in the context of negotiation, stakeholder management, and influencing without authority to cross-functional partners.

About White Rabbit

White Rabbit Japan is working to elevate ecommerce between Japanese sellers and overseas buyers. At the core of this effort is our White Rabbit Express and Blackship products. White Rabbit Express makes buying from Japan hassle-free for tens of thousands of people and businesses worldwide. Blackship makes it faster and easier for businesses and individuals to forward packages from Japan.

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