Customer Experience Agent (Japanese Speaking)

🚀 Join the Future of Commerce with Whatnot! Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops. As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact. We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce. 💻 Role The Customer Experience team is responsible for driving the best possible user experience through process improvement, order management, and problem solving. As part of this team you will be tasked with doing anything possible to make sure our customers get the product they ordered as fast as possible. And if something went wrong, you are ensuring that we are doing everything possible to make it right. Interact with buyers and sellers with a customer first polite attitude ensuring a positive experience Resolve all customer issues regarding payments, orders, shipments and general questions with a high quality, and in a timely manner Become an expert in the Whatnot product, processes and systems to drive positive outcomes for our users Work with other departments to troubleshoot, research and resolve open questions Seek out opportunities to eliminate repeat contacts and improve the overall customer experience We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Tokyo hub. 👋 You People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it. A hungry individual looking to jump start their career in a fast paced environment. Someone willing to take on any role or task, learn new skills and be a part of building a great company. A customer service mentality with passion to reach the best possible outcome. Here’s what we’re hoping to see in your background: 3+ years of support experience handling email and/or chat services Fluent in English and native Japanese Understanding of Ecommerce and Marketplace operations Experience with Customer facing systems like Zendesk, Kustomer, or Intercom. Obsession with customers / being customer first / serving customers Proactive problem-solver and process-improver Knowledge of Collectibles is a plus Bachelor's degree preferred Previous start-up experience is a plus 🎁 Benefits Generous Time off Policy 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 Please find our Whatnot Candidate Privacy Notice here. 💛 EOE Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.