Merchant Support Agent jobs at Global-e in Japan

Key Responsibilities:

• Front-line service to merchants(B2B) and end customers (B2C), handling client-facing calls and inquiries with professionalism and efficiency
• Onboarding and training merchants on Global-e’s internal platforms
• Troubleshoot basic technical issues related to merchant accounts, platforms, and transactions. This includes basic troubleshooting of software or hardware issues and guiding clients through simple technical solutions
• Ensure that KPIs and daily tasks are completed to a high standard
• Maintain set SLAs, identifying and escalating issues as needed
• Collaborate with leadership to develop and implement service improvements and best practice procedures
• Identify and investigate recurring issues, contributing to finding root causes and implementing effective solutions
• Assist in evaluating and improving the service provided to both internal teams and clients
• Escalation Handling – Key escalation point of contact for complex issues
• Customer-Facing Responsibilities – Maintains direct interaction with merchants and end customers, handling complex inquiries, solving basic technical issues, resolving high-priority issues, and ensuring an excellent customer experience

• Previous experience in a client-facing role with a focus on delivering exceptional service.
• Strong problem-solving and analytical skills, with a track record of resolving client issues and enhancing service delivery.
• Basic technical support experience or familiarity with troubleshooting technical issues is preferred.
• Ability to work collaboratively with team members and leaders to identify challenges and implement improvements.
• Must be based in Japan, no sponsorship available. (or Melbourne/ATL.LA,IL)
• Excellent Japanese and English communication skills, both written and spoken.
• A can-do attitude, able to handle a high-volume workload with accuracy and efficiency.
• Teamwork-oriented.

This is a full-time position, Monday to Friday, with hybrid working arrangements. The role will require you to be in the Tokyo office 3 days a week.