Customer Advocate

Join a Tokyo-based fast-growing international ecommerce team. Together we're building next generation solutions that fill a crucial missing piece between Japanese sellers and buyers around the world.

 Are you passionate about Japanese products and culture? Do you thrive in a fast-paced, growing work environment? Do you value roles and responsibilities where your contributions have a significant impact on the organization?

If so, now is the time to join the White Rabbit Japan as a Customer Advocate.

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.

As a Customer Advocate, you’re 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 also be a voice for the customer, ensuring the company is learning from customer experiences with the product (both good and bad!)

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.

Responsibilities

  • 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.

REQUIREMENTS

Minimum qualifications:

  • 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

Non-essential but desirable:

  • Customer support experience
  • Experience working in at a startup
  • Ability to speak and write in 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


Why work for White Rabbit?

Our perks, cultural values, operating principles and more can be found on our website.

Usually responds within a week

Or, know someone who would be a perfect fit? Let them know!

Tokyo HQ (Shinagawa)

White Rabbit Express
141-0031 Shinagawa City Directions support@whiterabbitexpress.com 03-6450-7109 View page

Benefits and Perks

Since the majority of White Rabbit employees work in Japan, this section is written with that as the default. Some benefits don’t make sense in other countries. We will try our best to provide comparable benefits and perks outside Japan as it makes sense, though. In addition to your compensation, full-time regular employees also receive the following.

  • Pension and National Health Care

    Enrollment in Japan's Pension and National Healthcare program.

  • Employee Liquidity Pool

    If White Rabbit is ever sold or part of an IPO, tenured employees will be eligible to receive a portion of 5% of the value of the company.

  • Commuting Allowance

    Commuting Allowance shall be paid in the amount equivalent to the actual cost required for commuting to and from work up to the maximum amount of 25,000 yen per month., or 4,000 yen monthly for bicycle commuting.

  • Great Tools

    Each employee will be provided an Apple or Windows computer and dual-monitor setup. We’ll also purchase virtually additional software or hardware you need.

  • Personal Development Stipend

    Up to 72,000 yen per year to improve your craft. If you’re interested in classes or online courses.

  • Fitness Allowance

    White Rabbit will pay up to 5,000 yen per month toward your gym membership, yoga studio membership, or whatever activity you do to stay in shape.

  • Wellness Allowance

    Every month, you can expense up to 5,000 yen toward a service or experience that enhances your overall mental well-being.

Why work at White Rabbit?

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Challenge
We're shaking up Japan's e-commerce industry, eliminating barriers and pain points, and filling a crucial missing piece between Japanese sellers and buyers around the world.

 

Global e-commerce is a big project; our operations are complex, and we have to deal with many challenges and constraints. But overcoming these challenges means we'll have built something of lasting value.

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Impact
Working on a lean, self-motivated team means autonomy, broad experience across projects, and seeing your contributions directly shape the product and impact users.

 

Lots of companies are competing with us (and copying us), so we try to think hard about how to build features and deliver a service that users love.

Already working at White Rabbit?

Let’s recruit together and find your next colleague.

email
@whiterabbitjapan.com
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