Head of Customer Support, Japan

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Role

This role will lead our Japan Customer Success team in servicing our Square sellers for the Japan market. We are looking for someone to lead a team of Customer Success Team Leads and Advocates who focus on providing exceptional customer support to our sellers. You will not only lead a passionate and high-performing CS team but you will also help build remarkable operations; optimize all CS channels including phone and email, all while strengthening team culture, driving customer happiness, and promoting employee success. You will be a liaison working with Product, Engineering, Sales, Marketing, and Finance teams to drive and improve Square's most important strategic priorities in Japan. You will track Key Performance Indicators weekly and report to the Head of Global Customer Success, based in the US. This role can be based anywhere in Japan or in our Tokyo office through a hybrid of in-office and remote working.

You Will

• Lead the Japan Customer Success team providing a best-in-class customer service to our sellers across Japan
• Set and drive the Customer Success strategy for Japan, and ensure alignment with the overall global strategy
• Coach and mentor team members with a focus on fostering a culture of learning and curiosity, driving performance, professional development and upstream thinking
• Accountable for all operational performance, budget management and continuous improvement in customer service, including the performance of our BPO Partners
• Drive improvements in customer satisfaction, cross-selling/up-selling, and operational efficiency across all channels
• Partner with central supporting teams (Quality, L&D, WFM, BPO, Product, BizOps, etc.) to ensure optimal, quality service to our sellers
• Develop and lead strategic programmes to deliver continuous improvement
• Support our central teams in the rollout of global initiatives
• Treat Customer Success as a product at Square, brainstorming, iterating and improving on the customer experience
• Help share best practices across international teams
• Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team
• Help scale the CS team by capitalising on opportunities for increased efficiency, driving productivity programs

You Have

• Excellent written and verbal communication skills in both English and Japanese
• 4+ years of direct people management experience with a coaching mindset
• Managed a team of 20+ individuals in a high volume environment
• Experience building and scaling Customer Support teams (customer success, call center, sales/customer service operations), preferably in a fast-paced startup and/or tech environment
• The ability to effectively influence and communicate to folks across a wide range of backgrounds, levels and teams
• Creative problem-solving abilities, with a sense of calm under pressure
• Evidence of quick, high-quality decision making, in the presence of multiple (sometimes conflicting) priorities
• A strong sense of empathy and a love for helping people
• A passion for Square and ensuring an outstanding customer experience

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build an inclusive workplace? Check out our Inclusion & Diversity page