@mercari | Mercari Japan
Created a year ago (Last Update: a month ago)
VP of Customer Service - Mercari, Japan
Gathered from company career pages. For the latest details, see the company's site. For updates to this page, contact us at contact@japanjobspace.com
💚 Less than 10 views
VP of Customer Service - Mercari in Tokyo, Japan
The Vice President (VP) of Customer Service at Mercari holds a pivotal role that involves shaping the strategic direction for user support and user experience. This leadership position encompasses the management and supervision of the customer service teams and the associated features. The responsibilities include:
- Developing and implementing strategies aimed at enhancing divisional efficiency while ensuring a top-tier User Experience (UX). This involves various aspects such as team member development, organizational enhancements, process optimization, cost reduction, and Business Continuity Planning (BCP) development.
- Fostering collaboration with other divisions, particularly those directly involved in product development, to execute strategies that draw upon user insights, elevate UX, and ultimately contribute to the overall success of the business.
The VP of Customer Service plays a central role in shaping the customer service experience and driving the company's strategic initiatives.
Learn more about Mercari's mission and values here.
Specific work responsibilities include the following:
- Oversee the entire Customer Service Division, including the development of business strategies, goal setting, budgeting, and performance management.
- Build an agile and strategic organization that ensures efficiency, adaptability, and collaboration with other divisions, capable of evolving in tandem with the changing business landscape.
- Review and implement support measures to uphold operational service levels in customer service, resolve user inquiries and escalations promptly, and ensure user satisfaction.
- Manage the work and output quality of teams and initiatives within the division, developing and implementing programs to enhance performance.
- Formulate and execute strategic measures aimed at enhancing User Experience (UX) in the customer service domain.
- Engage in data collection, analysis, and reporting related to customer service, which includes understanding user needs and preferences.
- Enhance processes and optimize workflow to achieve operational efficiency.
- Improve UX by sharing insights derived from Voice of Customer (VOC) analysis and other suggestions for improvement with relevant teams, including those in the Product Division, and implementing actionable feedback.
- Collaborate with external partners, negotiating to increase operational efficiency and cost-effectiveness, all while maintaining the quality of response and brand identity. Develop partnering strategies that take Business Continuity Planning (BCP) into account.
- Plan and execute measures to reduce costs and enhance operational efficiency within the division.
These responsibilities are crucial for maintaining high standards of customer service and improving the overall user experience at Mercari.
Working in customer service at Mercari offers a unique and rewarding experience. The company's corporate culture places a strong emphasis on listening to the voice of the customer, which means that team members are encouraged to embrace challenges while being surrounded by colleagues who share a common commitment to delivering the best for the users.
Mercari's customer service is not a conventional call center but rather an environment where you can actively demonstrate your value as a core team member who contributes added value to the business. This distinctive approach fosters an atmosphere of collaboration, innovation, and continuous improvement, making it an exciting and fulfilling place to work in the customer service domain.
For the position of VP of Customer Service at Mercari, candidates are expected to meet the following qualifications:
- A shared belief in the mission and values of the Mercari Group and its various companies, demonstrating a strong alignment with the company's core principles.
- A minimum of 5 years of experience in managing Customer Service (CS) operations at a company with at least 500 employees, encompassing both permanent and temporary staff as well as outsourced employees.
- In-depth knowledge and practical experience related to CS operations, indicating a strong understanding of customer service principles and practices.
- Previous experience in risk management, including the handling of large complaints and escalation cases, as well as Business Continuity Planning (BCP) development and operation.
- Experience in employing various labor models (e.g., direct employment, outsourcing, temporary staffing) to ensure cost-effective and flexible business operations.
- A track record of managing substantial projects that require executive decision-making, reflecting strong project management skills.
- Knowledge of and experience in handling labor-related issues, which is vital for effectively managing labor resources within the division.
These qualifications are essential for effectively leading the Customer Service Division at Mercari.
- Experience working in the EC industry.
- Experience working in English
In addition to the qualifications mentioned earlier, an ideal candidate for the role of VP of Customer Service at Mercari should possess the following personal qualities:
- A shared belief in Mercari's mission and values and a genuine commitment to embodying and promoting these principles. This alignment with the company's core beliefs is crucial for fostering a culture of shared values within the team.
- A fearless approach to failure and risk, along with the ability to act swiftly and decisively. This quality is valuable in a dynamic and fast-paced environment where adapting to change and addressing challenges promptly is essential.
- Strong initiative and critical thinking skills, enabling the candidate to take the lead in guiding the team to success. The ability to proactively identify opportunities and solve problems is integral to effective leadership within the Customer Service Division.
These personal qualities, in addition to the required qualifications, will contribute to the candidate's success in this leadership role.
Check this page for more details.
- English: Independent (CEFR - B2) preferred.
- Japanese:Proficient (CEFR - C1) required
* For details about CEFR, see here
Employment Status
Full-time
The probationary period at our company lasts for the initial three months after joining. During this probationary period, your contract conditions will be identical to those of a permanent employee.
Office
Roppongi
- We have a strict no-smoking policy within our office premises.
- At Mercari, we have implemented a work style policy called "Your Choice." This policy grants each team member the autonomy to decide whether they prefer to work in the office or opt for full remote work, with certain exceptions made for specific job roles.
Work Hours
- Full flextime (no “core time” or “flex time”).
- *Does not apply to all positions
Holidays
- Two days off per week (as well as national holidays, New Year's break, etc.).
- Paid leave, congratulatory and bereavement leave, relax days, sick leave
Salary
- Annual salary paid in 12 monthly installments (including fixed overtime allowance).
- Based on skills, experience, and abilities.
- Reviewed twice a year
Benefits
- Complete health and social insurance.
- Incentive program.
- Support systems, including those that benefit the employee’s family members
Support
- Relocation support.
Circulate all forms of value to unleash the potential in all people
"How can I contribute to society's prosperity given our limited resources?" This question served as the inspiration for the creation of the Mercari marketplace app in 2013 by our founder, Shintaro Yamada, during his travels around the world. We firmly believe that by facilitating the circulation of various forms of value, extending beyond physical items and money, we can open doors for individuals to pursue their aspirations and make positive contributions to society and those in their proximity. Mercari is committed to leveraging technology to connect people across the globe, ultimately striving to build a world where everyone can unlock their full potential. For more details on Mercari Group's mission, please refer to Mercari's Culture Doc.
Equal Opportunity Hiring
At Mercari, our mission is to build a world where no one's potential is constrained by their background, and where everyone has the liberty to generate value. We strongly emphasize that fostering a culture of Diversity & Inclusion is integral to realizing our mission.
This principle naturally extends to our hiring procedures. Mercari is dedicated to eradicating discrimination based on attributes such as age, gender, sexual orientation, race, religion, physical abilities, and other similar factors. Our objective is to ensure that individuals who resonate with our mission and values can become part of our team, regardless of their personal backgrounds. For more detailed information, please refer to our D&I Statement.
