Blackship Customer Support Associate (Hybrid – Partly Remote)

The White Rabbit Customer Success Team is on a mission to delight the tens of thousands of customers around the world who rely on Blackship and Japan Rabbit. Japan Rabbit makes buying from Japan hassle-free. Blackship allows business and individuals forward packages from Japan.

We’re an operational team that focuses on delivering exceptional customer outcomes and being there for consumers when they need us most. 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 products.

Helping customers is at the heart of what we do. As a Customer Service Associates your main responsibilities lie in turning users into loyal customers by providing awesome proactive (reaching out) and reactive (responding) support. You’ll primarily communicate with customer over email, in Live chat, and through our community forum to help customers with pre-sales, product feature, order, and shipping issues. You’ll also be a voice for the customer, ensuring the company is learning from customer experiences with the product (both good and bad.)

This role requires a love of learning, deep curiosity, and clear-writing skills. The right customer solution won't always be obvious, but you see this as part of the fun.

Sustainable growth for White Rabbit Japan is a byproduct of putting our customers and their needs first. Our Customer Success team is a vocal and respected advocate for the customer, and we value strong collaboration with other teams, including Engineering, Marketing, and Fulfillment Ops. We care about your career development as a support professional. We’ll make sure you’re developing skills and knowledge that will serve you for years to come.

What you’ll do:

• Assist customers with their requests via email and live chat.
• Educate customers about our products and services and provide guidance and status updates.
• Help develop and evolve the user support experience for Blackship based on a deep understanding of our products and market.
• Maintain a pulse on user feedback to help our team develop and refine systems to make sure we’re always improving.
• Review and verify new customer applications to ensure compliance with Blackship’s account requirements.

You might be a fit for this role if:

• Ability to speak and write in English and Japanese fluently and idiomatically (JLPT N3 equivalent or above).
• Impeccable attention to detail and customer empathy

Preferred qualifications:

• Customer support experience.
• Experience working at early- or growth-stage startups.
• Experience in eCommerce
• Additional languages are a plus, especially Chinese, Spanish, French, Portuguese, and German.

Work Environment:

• Location: Based in Yokohama (first in the office, after the training is completed, partly remote possible)
• Dress Code: Embrace casual comfort.
• International Exposure: Engage in a globally diverse work atmosphere.

About White Rabbit

White Rabbit Japan is working to elevate eCommerce between Japanese sellers and overseas buyers. At the core of this effort is our Japan Rabbit and Blackship products. Japan Rabbit makes buying from Japan hassle-free for tens of thousands of people and businesses worldwide. Blackship makes it faster and easier for businesses and individuals to forward packages from Japan.