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Head of Customer Support

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Block

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Location:
Japan, Tokyo

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

This role will lead our Japan Customer Success team in servicing our Square sellers for the Japan market. We are looking for someone to lead a team of Customer Success Team Leads and Advocates who focus on providing exceptional customer support to our sellers. You will not only lead a passionate and high-performing CS team but you will also help build remarkable operations; optimize all CS channels including phone and email, all while strengthening team culture, driving customer happiness, and promoting employee success. You will be a liaison working with Product, Engineering, Sales, Marketing, and Finance teams to drive and improve Square's most important strategic priorities in Japan. You will track Key Performance Indicators weekly and report to the Head of Global Customer Success, based in the US. This role can be based anywhere in Japan or in our Tokyo office through a hybrid of in-office and remote working.

Job Responsibility:

  • Lead the Japan Customer Success team providing a best-in-class customer service to our sellers across Japan
  • Set and drive the Customer Success strategy for Japan, and ensure alignment with the overall global strategy
  • Coach and mentor team members with a focus on fostering a culture of learning and curiosity, driving performance, professional development and upstream thinking
  • Accountable for all operational performance, budget management and continuous improvement in customer service, including the performance of our BPO Partners
  • Drive improvements in customer satisfaction, cross-selling/up-selling, and operational efficiency across all channels
  • Partner with central supporting teams (Quality, L&D, WFM, BPO, Product, BizOps, etc.) to ensure optimal, quality service to our sellers
  • Develop and lead strategic programmes to deliver continuous improvement
  • Support our central teams in the rollout of global initiatives
  • Treat Customer Success as a product at Square, brainstorming, iterating and improving on the customer experience
  • Help share best practices across international teams
  • Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team
  • Help scale the CS team by capitalising on opportunities for increased efficiency, driving productivity programs

Requirements:

  • Excellent written and verbal communication skills in both English and Japanese
  • 4+ years of direct people management experience with a coaching mindset
  • Managed a team of 20+ individuals in a high volume environment
  • Experience building and scaling Customer Support teams (customer success, call center, sales/customer service operations), preferably in a fast-paced startup and/or tech environment
  • The ability to effectively influence and communicate to folks across a wide range of backgrounds, levels and teams
  • Creative problem-solving abilities, with a sense of calm under pressure
  • Evidence of quick, high-quality decision making, in the presence of multiple (sometimes conflicting) priorities
  • A strong sense of empathy and a love for helping people
  • A passion for Square and ensuring an outstanding customer experience
What we offer:
  • Remote work
  • medical insurance
  • flexible time off
  • retirement savings plans
  • modern family planning

Additional Information:

Job Posted:
December 06, 2025

Work Type:
Remote work
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