Customer Experience Manager, Japan

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.

As a CX Leader, you’ll manage a team of agents to deliver fast, high-quality support. You’ll dig deep into customer issues, track performance metrics, and partner cross-functionally to translate user insights into continuous product and process improvements.

• Lead by Doing: Manage, coach, and set the team culture while actively jumping into the ticket queue alongside them.

• Build It From Scratch: As our first Japan support hire, you’ll build processes from day one, manage projects, and make strategic operational decisions.

• Be the Voice of Japan: Act as the bridge between local customers and global HQ/Product teams, advocating for changes that fit the Japanese market.

• Fix What's Broken: Quickly identify user or operational issues, propose realistic solutions, and drive them to completion.

• Look at the Big Picture: Go beyond closing tickets by finding ways to improve the app experience and internal workflows to help Whatnot grow locally.

• Know the Numbers: Use core support metrics (CSAT, response times) to evaluate team performance and guide your coaching.
  

Note: We offer a hybrid work environment. You must live within commuting distance of our Tokyo hub for collaborative in-person time.

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. Here’s what we’re hoping to see in your background:

• 6+ years of support experience, including directly managing agents.

• Bilingual: Native Japanese and fluent English.

• Proven execution: Clear examples of owning strategic projects end-to-end.

• Problem solver: A proactive track record of spotting issues and improving processes.

• System knowledge: Hands-on experience with support platforms like Zendesk.

• Industry awareness: A solid understanding of e-commerce and marketplace operations.

• Bonus points for: Previous startup experience, knowledge of collectibles, and a Bachelor's degree.
  

• Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)

  • Health Insurance options including Medical, Dental, Vision
    Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)

  • 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.

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.