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Updated 2017-06-22
Activated 2017-06-15

Community Success Lead

  • ★★ Staff Level
  • Women Welcome
  • No Age Restriction
Company Name
Employer

Discogs

Job Type
Discogs
Customer Service - Customer Support
Sales/AE - Service Industry Sales
Marketing/PR - Event Planner/Management
Industry IT - Other
Location Asia Japan Tokyo
Asia Japan Saitama
Asia Japan Kanagawa
Job Description We are looking for a Community Support Lead to support our growing Japanese user base. The ideal candidate will be a top-notch interpersonal communicator, problem-solver, and a real people-person. This position will lead Community Support located in Japan, partner closely with US based and NL based Community Support Leadership and the Company Leadership Team based in Beaverton, OR, US. The ability to guide and mentor team members, collaborate with all teams -- spanning across different time zones -- and respond to users with empathy will be critical to your success. A main focus of this role is to support our growth in Japan. This is a remote position as we have not yet established an office space in Japan. You will work directly with our current Japanese support representative who is located in Tokyo.

Responsibilities

- Provides quality and efficient community support through daily management of Community Support Representatives, including coaching, mentoring, recognizing and rewarding, and problem solving.
- Provides clear, concise, and empathetic written responses to requests for support with Discogs marketplace policies and processes, user account activity, and basic discography guidance.
- Assists the Community Support Manager with development, analysis, implementation of staffing, training, scheduling, and reward/recognition programs.
- Provides Community Support Manager with daily/as-needed reports on staff performance and progress.
- Resolves community member disputes and provides corrective action where appropriate.
- Initiates, tracks, and manages a variety of projects, in liaison with other departments, which enhance Community Support Representative efficiency and effectiveness.
Company Info Discogs is the largest database of music information. Each month, millions of people use Discogs to connect and learn about music as well as buy and sell it. We are a small and creative company where each employee’s contribution can have a large impact. As Discogs continues to grow, we are looking for bright, dedicated, innovative, and highly motivated people to help us realize the vision of Discogs: To be the premier website for music enthusiasts everywhere.
Working Hours full-time position. Monday - Friday, with rotating weekend shifts and flex days.
Job
Requirements
- Above all -- a genuine passion for music!
- At least 2-3 years experience in leading a team of representatives in customer-facing positions.
- Fluency in both English and Japanese (written and spoken).
- Experience in a team-based work environment.
- Excellent time-management and interpersonal communication skills.
- Ability to work select weekend flex shifts.
English Level Fluent (TOEIC 865-)
Japanese Level Fluent(JLPT Level 1 or N1)
Salary JPY - Japanese Yen JPY 5500K - JPY 6500K   
Other Salary
Description
- Education Training
- Competitive Salary (Salary + Quarterly Bonus)
- Flexible working environment
- Your choice of hardware (MacBook Air is most commonly used by our CS Reps)
- Work from home, shared workspaces or coffee shops. You decide what works best for you
- Fun and Dynamic Culture
Holidays Paid Holidays
Five-Day Workweek
Child-care Leave
Sick Leave
Job Contract
Period
2 year contract
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