Customer Experience Manager, Japan

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Germany, Ireland, Poland, and Australia, we’re building the future of online marketplaces –together.

From fashion, beauty, and electronics to collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone.

And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward-thinking problem solvers across all functional areas. 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.

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here. 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.