Location: Tokyo, Japan

Employment Type: Regular

Team: Customer Care

Eureka is looking for a motivated and experienced individual to be a Senior Strategist to own an accountability for a few functions of the Customer Care Strategy team that focuses on building the next generation customer success service by owning a part of the Service Roadmap for the Pairs services, including but not limited to Trust & Safety. "Pairs" is an online dating service used by more than 15 million people in Japan, Taiwan and Korea. Since launch, we have received success stories from over 400,000 people.

The CC Strategy team is a key driver to deliver the next-generation customer care service in the industry by identifying & proposing a next-gen customer care operation process & organization, by building strategic relations with police/enforcement to protect the users at a safest possible way, by gathering and analyzing related data both internally and externally, and by learning/sharing best practices throughout Match Group brands globally.

You will be a key part of a fast-moving innovative organization where your expertise and creativity will be appreciated and positively influence our users.

Description

• A strong will and creativity to think outside the box approaches to set a new standard for the online matching industry through customer care services, including safety, official agency & organization relations, and customer satisfactions.
• Expected to coach and mentor junior team members by leveraging various tools available through both online and offline communications.
• A key driver to influence inclusion and collaborative management culture in the organization.
• Consistently paying attention to all service / product KGI and KPI on a daily/weekly/monthly basis to understand the progress of the Service and Product Roadmaps and propose to update by collaborating with internal stakeholders, including but not limited to reporting to senior management and executives in a timely manner.

Minimum qualification

• 3+ years of customer fronting service management experience, preferably related fields but not limited
• Strong service sense and empathy of user needs and pain points
• Strong analytical skills and a curiosity to peel the onion to discover opportunities for impact and better user experience
• A team leader and a team player
• Self-motivated and proactive, with demonstrated creative and critical thinking capabilities required to forge a path to success
• Above business level Japanese skill
• Least basic English conversation skill

Preferred qualification

• Experience working with senior executives
• Experience in leading a part of customer care team functions
• Expertise in one of the following fields, Trust & Safety, Privacy, Cyber Security, and Compliance.
• Excellent communication skills with the ability to convey intricate ideas in a clear and concise manner.
• International company working experiences.

雇用形態

・正社員（試用期間:3ヶ月）

給与

・基本給＋45時間分みなし残業代＋賞与／経験・能力を考慮の上、当社規定により決定いたします

・昇給：上長との定期面談があり、年に1回昇給を決定いたします

・賞与：業績貢献度に応じて年に1回支給いたします

勤務時間

・フレックスタイム制、フルリモート（*変更の可能性あり）

休日・休暇

年間休日：132日（2020年実績）

・完全週休2日制/土日祝休み

・夏季、冬季休暇実績（2021年：夏季9日/冬季10日、2020年：夏季9日/冬季9日）

・有給休暇

・特別休暇（誕生日休暇、アニバーサリー休暇など）

・産前産後/育児休暇、生理休暇 etc.