Head of Customer Support, Japan

Who you are

You have a proven track record in customer support and success, ideally with experience in leading teams within the technology or financial services sectors. Your leadership style fosters collaboration and empowers team members to excel in their roles. You understand the nuances of the Japanese market and are adept at tailoring customer support strategies to meet local needs. You are passionate about delivering exceptional service and have a deep understanding of the tools and technologies that can enhance customer experiences.

You possess strong analytical skills, enabling you to assess team performance and customer satisfaction metrics effectively. You are comfortable using data to drive decisions and improve processes. Your communication skills are top-notch, allowing you to articulate strategies clearly to both your team and upper management. You are adaptable and thrive in a fast-paced environment, always looking for ways to innovate and improve customer interactions.

Desirable

Experience in the payments or e-commerce industry is a plus, as is familiarity with omnichannel customer support solutions. You may have a background in project management or operations, which would further enhance your ability to lead a diverse team. A passion for technology and a commitment to continuous learning will set you apart in this role.

What you'll do

As the Head of Customer Support for Japan, you will lead a dedicated team of Customer Success Team Leads and Advocates, ensuring they provide exceptional support to our Square sellers. You will develop and implement customer support strategies that align with our business goals and enhance the overall customer experience. Your role will involve setting performance metrics, monitoring team progress, and providing coaching and feedback to team members.

You will collaborate closely with other departments, including product and engineering, to ensure that customer feedback is integrated into our product development process. You will also be responsible for identifying opportunities for process improvements and implementing best practices across the team. Your leadership will be crucial in fostering a culture of excellence and accountability within the customer support team.

In addition, you will engage with key stakeholders to report on team performance and customer satisfaction levels, using insights to drive strategic decisions. You will play a vital role in shaping the customer support function as we continue to grow and evolve our offerings in the Japan market.

What we offer

At Block, we believe in empowering our employees and providing them with the tools they need to succeed. You will have the opportunity to work in a dynamic environment where your contributions will directly impact our customers and the business. We offer competitive compensation and benefits, along with opportunities for professional development and growth within the company. Join us in our mission to transform the way commerce is conducted and help sellers thrive in the digital age.