White Rabbit Express Jobs

Customer Service Associate

White Rabbit’s Operations team is on a mission to delight the tens of thousands of customers around the world who rely on our products and services like Blackship and White Rabbit Express. We’re an operational team that focuses on delivering excellent customer care and being there for consumers when they need us most. Our team engages customers across the globe through our online resources, social outreach, and one-on-one care via live chat. We represent the voice of the consumer and work closely with cross-functional teams across White Rabbit to make our products, policies and processes better. We're looking for people with excellent analytical and communication skills who are passionate about the customer and helping them get the most out of White Rabbit.

You are passionate about Japanese products and culture and White Rabbit’s products and services and want to help us succeed in international markets. The White Rabbit Operations team is focused on providing outstanding service for White Rabbit users across multiple products and languages through all aspects of support operations.

As a Customer Service Associate, you will have in-depth knowledge of the product and support a multilingual team of specialists who manage fulfillment and marketing for our products. Along with helping customers, you will investigate and troubleshoot bugs and ensure consumer feedback flows to the product team to drive improvements. You’ll work to advocate for your users, develop the support strategy for your products and work closely with the White Rabbit’s Engineering, Fulfillment, and Marketing teams as a product expert and end-user champion.

White Rabbit Operations team supports a wide variety of products, from Japanese language products to proxy buying, auction bidding, and package forwarding services, and our customers include consumers, collectors, retailers, partners and our own internal team members.

Responsibilities

  • Assist customers with their purchasing and auction bidding requests via email and live chat. Educate customers about our products and services and provide usage guidance and status updates.
  • Act as a liaison between customers and vendors to purchase items, confirm product details, and check item availability.
  • Develop and evolve the user support experience strategy for White Rabbit product offerings (e.g. White Rabbit Express and Blackship) based on a deep understanding of products and market.
  • Evolve operations and support experience via the improvement of support articles and automation workflows.
  • Maintain a pulse on user feedback, provide prompt and proper resolution of customer inquiries, and provide meaningful feedback to product teams to make White Rabbit products better for our users.

Preferred Qualifications

  • BA/BS degree or equivalent practical experience.
  • Ability to speak and write in English and Japanese fluently and idiomatically.
  • Experience in eCommerce or Internet products.
  • Customer support experience.
  • Ability to work independently on project deliverables in a fast-paced, ambiguous, and global environment with proven success in project management, execution and multi-tasking.
  • Excellent English communication skills in the context of negotiation, business representation to senior stakeholders, and influencing without authority to cross-functional partners.

Cultural values

Growth Mindset
Constantly looking for ways to grow professionally and personally
Humility
Staying teachable, open-minded, and always looking out for the team
Ownership
Being accountable for the projects we take on and learning from mistakes

Operating principles

Transparency
Making decisions with openness and trust throughout the whole company
Velocity
Moving quickly in the right direction is more important than having a perfect plan
Painkilling
Choosing, first and foremost, to solve customer pain with everything we do