SmartNews is a global leader in redefining information and news discovery, committed to providing users with accurate, timely information and supporting quality journalism. We combine the power of our unique machine-learning technology with the expertise of our first-rate editorial team to bring news that matters to millions of users from our over 3,000 global publishing partners.
Our team's role is creating a safe, secure, and trustworthy environment for users and partners while balancing the need for freedom in expression of the content/ad, innovation and business growth. This role is critical in maintaining user confidence and mitigating risks and thereby supporting the overall growth and reputation of our platform.
In this role, you will mainly work to support users for the JP market as a customer support team by resolving their issues efficiently, identify the issues on our app and deliver the user voices to the Product team and Engineering team to support them to improve the product for better user experience.
Responsibilities include:
- Respond to user inquiries by providing accurate and helpful information.
- Promptly troubleshoot and resolve customer issues, escalating more complex cases to relevant departments when necessary.
- Provide feedback to the product and engineering teams based on customer insights to support to improve the product's functionality and user experience.
- Capture up-to-date knowledge of the company's products and services to effectively support internal teams and external users.
Requirements:
- 2-3 years of experience in customer support or Trust & Safety, preferably within a technology or online platform company.
- Strong written and verbal communication skills, with the ability to convey complex issues clearly to both technical and non-technical stakeholders or users and articulate solutions in professional Japanese.
- Strong ability to analyze complex data sets, identify patterns, and make data-driven decisions.
- Basic technical knowledge or the ability to quickly learn and understand the company's products and services.
- Collaborate across the divisions and contribute to the multiple project success.
- Native Japanese, Business English.
Working Condition:
- Office Location: Tokyo.
Benefits:
- Annual health check covered by the company.
- Visa sponsorship and overseas relocation support available for eligible candidates.
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