Position Title: Customer Experience Operations Specialist
Location: [Tokyo, Japan or Remote – based on company policy]
Employment Type: Full-time (with probationary period)
About the Role
This role is part of the Customer Experience Operations team and is responsible for managing customer disputes, improving support processes, and mitigating risk through policy design and coordination with stakeholders, including external organizations and authorities.
Key Responsibilities
Lead resolution of customer complaints and disputes, including high-complexity cases and escalations involving regulatory bodies
Collaborate with internal departments (legal, operations, logistics, etc.) and external organizations for efficient complaint handling
Develop and implement proactive risk prevention measures and policies to improve customer satisfaction and reduce recurring issues
Analyze customer service workflows and propose process and policy improvements
Manage a team, including staff development, performance tracking, and delivering regular feedback
Stay informed of relevant consumer protection laws, e-commerce regulations, and industry trends
Basic Qualifications
Bachelor’s degree from a four-year university
5+ years of experience in customer service or in a similar industry
3+ years of team leadership or people management experience
2+ years of experience handling incident responses or complex escalations
Proven track record of customer service process and policy improvement
Preferred Qualifications
Strong customer-first mindset and communication skills
Proactive, solution-oriented, and adaptable to fast-changing environments
Self-driven individual who can identify and resolve issues independently
Recruitment Process
Document screening
Phone or online interview
Final on-site or online interview
Offer
Note: The process may vary depending on the position. All communication, including interview scheduling and results, will be sent to the email provided in your application.
Additional Information
Full-time position with a trial period (details will be shared during the hiring process)
The role and responsibilities may change depending on experience and business needs; any changes will be communicated in advance
The company may close the job posting once the position has been filled
Providing false information during the application process may result in offer withdrawal
Applicants with legal employment protection status (e.g., persons with disabilities, veterans) may be given preference in line with applicable laws