About the Role
At the heart of our support ecosystem sits the Center of Excellence (COE)—the team tasked with managing our most complex, high-stakes support challenges. As a COE Specialist, you will act as a critical pillar of this mission.
Your role will be dual-focused: providing expert, high-touch support to our community of riders, eaters, drivers, and partners, while simultaneously acting as a guiding resource for our external BPO (Business Process Outsourcing) teams. We are seeking a creative problem-solver who can de-escalate friction, turn challenging interactions into brand loyalty, and champion an exceptional user experience.
Your Impact
- Elevate the Experience: Deliver world-class, omni-channel support (email, chat, phone) by providing rapid, empathetic, and definitive solutions.
- Drive Operational Excellence: Identify behavioral and operational patterns to contribute to process improvements, optimizing our support infrastructure as we scale.
- Protect the Brand: Retain high-value users and partners by expertly navigating and resolving critical escalations.
- Collaborate and Inform: Partner with cross-functional stakeholders to deliver clear, actionable insights that improve overall product and support quality.
What You'll Do
- Manage Critical Escalations: Own and resolve highly complex support cases escalated by internal channels and external BPO partner teams.
- Provide Subject Matter Expertise: Serve as a frontline technical and operational expert, delivering premium support via phone and messaging.
- Root-Cause Analysis: Conduct deep-dive investigations into escalated issues to diagnose systemic problems, reporting key findings and recommendations to your Team Lead.
- Optimize Support Logic: Propose actionable updates to internal support policies and workflows to enhance team efficiency and user satisfaction.
- Streamline Workflows: Active look for and suggest operational improvements to maximize internal productivity and team synergy.
What You'll Need (Qualifications)
Minimum Qualifications
- Bilingual Fluency: Native-level fluency in Japanese and business-level proficiency in English (both written and verbal communication).
- Customer Support Background: Proven experience in a customer service, contact center, or helpdesk environment handling phone and/or written communication.
- Resilience & Agility: Demonstrated ability to remain composed, structured, and effective within a fast-paced, high-pressure operating environment.
- Collaboration: A strong team-first mindset with the ability to build seamless relationships with peers, leadership, and external partners.
- Work Authorization: Must be legally eligible to work in the specified location.
Preferred Qualifications
- Prior experience participating in project management, continuous improvement initiatives, or customer satisfaction (CSAT) optimization strategies.
Shift Schedule & Flexibility
Please Note: To ensure 24/7 coverage for our global community, this role operates on a rotating shift schedule. Candidates must be willing to work 40 hours a week (5 days a week, 8 hours per day), which includes rotating day/night shifts, weekends, and public holidays.
