カスタマーサポートスペシャリスト

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Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment 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, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And 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 all in one place.
Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.
There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

Square ジャパンのカスタマーサポートチームでは、カスタマーサポートスペシャリストを募集しています。カスタマーサポートチームでは、Squareの利用さまと電話やメールでやり取りをしながら、問題解決やSquareのツールを最大限に活用する方法をお伝えします。また、利用さまから寄せられたご意見を社製品チームにフィードバックとして提供することで、常にSquare製品の品質向上に取り組んでいます。ビジネスオーナーや消費にとって、「時間」は何よりも貴重な資源です。疑問や問題の解決に費やす時間は本来、ビジネスや地域社会に経済的な変化をもたらすために使うことのできる時間です。カスタマーサポートチームの一員としての役割は、「テクノロジー」と「サポートスペシャリストとのやりとり」を融合させ、快適でスムーズなサポートを提供することで、Square の利用さまが本来の業務にすぐに戻れるよう尽力することです。カスタマーサポートマネージャーのもとで、日本国さまざまなSquareの利用さまをサポートしていただきます。

このポジションは、日本国からのリモートワーク、または東京のオフィスとのハイブリッドワークが可能です。このポジションは、複数名募集しています。

業務容:

  • シフトの大半を、Squareの利用である加盟店さまからの電話またはメールによる問い合わせへの対応に費やします

  • 加盟店さまからの問い合わせに対して、同僚やリーダシップからのサポートを受けながら、そして社リソースを活用しながらクリエイティブに問題解決を行います

  • 加盟店さまが直面している問題の特定、記録または文書化し、責任をもって問題解決に導き、要に応じて機能に関するリクエストを当チームにエスカレーションします

  • 加盟店さまの問い合わせに関して、問題の傾向を分析し、チームまたは社において改善案を提案します。社のチームメンバー、そして加盟店さまと接する際は、思いやりを持ち、さまざまな視点や考え方があることを考します。また、規律あるリスクを取ることを恐れず、工夫と学びを常に追求する姿勢が求められます

  • 勤務時間は9時~18時です。なお、土日、祝日の出勤を含む場合もあります

Qualifications

応募要件:

  • 日本在住の加盟店さまを日本語で(電話・メールの)サポートできるスキル

  • 読み書きができる英語のスキル

  • カスタマーサポート当としての実務経験、または接客業、小売業、顧客対応業務などの経験

  • 問題解決スキル - 問題を掘り下げ、解決策を見出すことを楽しめる能力

  • 加盟店さまとの電話対応をスムーズに行うための要なソフトスキル(適切な質問や解決策を提供する能力)を身につけている

  • 加盟店さまそれぞれのニーズや問題に対して、サポートを柔軟にカスタマイズしながら対応できる能力

  • 曖昧な状況下でも冷静さと心の余裕を持ち、急な変化にも対応できる柔軟性

  • フィードバックを受けること、且つ、以降の行動に反映させることに強い関心を持ち、さらなる改善をめざして取り組める

  • Squareに対する熱と加盟店さまをサポートしたいという強い意思

望ましい経験:

  • カスタマーサポートやカスタマーサービス環境における品質保証(QA)プロセスの経験があること

  • 場合により、他国のSquare社メンバースタッフと英語で(読み書き・ビデオ会議)対応できる言語スキル

  • IT業界でのカスタマーサポートの経験

* 社でこのポジションは、カスタマーサクセスアドボケート(Customer Success Advocate)と呼ばれています。
* 社のコミュニケーションは英語で行われるため、面接に進んだ場合、面接日時の連絡は英語で行われ、実際の面接時に一部、英語で質問させていただく場合もあります。
* 履歴書、職務経歴書は英語でのご提出をお願いします。

Additional Information

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 a workplace that is fair and square? Check out our I+D page. 

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • CSSLanguages
    • DartLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • Objective-CLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • RustLanguages
    • SassLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • FigmaDesign
    • DocuSignCRM
    • DriftCRM
    • SalesforceCRM
    • MarketoLead Gen
    • ZoomInfoLead Gen
    • SlackCollaboration
    • AsanaProject Management
    • BasecampProject Management

An Insider's view of Square

How would you describe the company’s work-life balance?

"Our remote work policy gives me the flexibility to both travel, and collaborate in office. Our remote policy lets me continue to do things I am passionate about, which encourages me to bring my most authentic self to the workplace and feel empowered."

Pooja

Recruiter

What does career growth look like on your team?

“My internship at Square was great. I learned from world-class Engineers and was given a ton of ownership over meaningful projects. As a full time Engineer, I joined the same team I interned on, and have continued to build Machine Learning driven features that empower businesses.”

Jake

Machine Learning Engineer

What are Square Perks + Benefits

Square Benefits Overview

We’re building an inclusive economy where all sellers have equal access to opportunity. We strive to live by these same values in all our workplaces.

Culture
Volunteer in local community
Partners with nonprofits
OKR operational model
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Onsite office parking
Relocation assistance
Fitness stipend
Professional Development Benefits
Promote from within
Mentorship program
Online course subscriptions available
Personal development training

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