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 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.
  • Buy specific products on Japanese e-commerce websites.
  • Bid on Japanese auction websites on behalf of foreign customers.
  • Act as a liaison between customers and vendors to purchase items, confirm product details, and check item availability.
  • Pick up specific products for foreign customers in stores located in Tokyo.

REQUIREMENTS

Minimum qualifications:

  • BA/BS degree or equivalent practical experience.
  • Ability to speak and write in English fluently and idiomatically.
  • Ability to read 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 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.

Working Conditions

  • You will work from our company headquarters in Meguro, Tokyo. But, you may be expected to purchase items from local stores occasionally.
  • Casual attire.
  • We have an office cat.

Why Work at White Rabbit

Learning
We value learning and will help you with your personal development wherever we can.

Profit Sharing
We’re all working towards the same goal, so it’s only fair that everyone shares in the success of their work.

Choice of equipment
We provide everyone with the equipment and resources they need to do their best work every day.

Build your career
Working at White Rabbit is more than just a job. Here, you’ll learn and develop skills to build your career.

About White Rabbit Japan
White Rabbit Japan is a fast-growing, pioneering eCommerce company. Our flagship products (White Rabbit Express and Blackship) serve a global market of customers in over 100 countries. We combine exceptional customer service and innovative technology to make buying from Japan as easy as possible.

Headquartered in Tokyo, Japan, we are looking for smart, team-oriented people who can get things done. White Rabbit gives team members autonomy to make decisions and rethink business processes to keep things running smoothly, rather than merely operating like machines.

As a small, fast-growing company, you'll be part of a team where your contributions have a real impact. We believe in giving talented people the resources they need to do their very best every day. We work together to achieve tough but rewarding goals. At the same time, we're a fun-loving team, and the work environment is casual and friendly.

CULTURAL VALUES

Growth Mindset - Constantly looking for ways to grow professionally and personally
Humility - Staying teachable, open-minded, and always looking out for the team
Ownership - Being accountable for the projects we take on and learning from mistakes

OPERATING PRINCIPLES

Transparency - Making decisions with openness and trust throughout the whole company
Velocity - Moving quickly in the right direction is more important than having a perfect plan
Painkilling - Choosing, first and foremost, to solve customer pain with everything we do 

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 jobs@whiterabbitjapan.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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