Senior Strategist, Customer Care Strategy

仕事内容

Eureka is looking for a motivated and experienced individual to be a Senior Strategist to own an accountability for a few functions of the Customer Care Strategy team that focuses on building the next generation customer success service by owning a part of the Service Roadmap for the Pairs services. "Pairs" is an online dating service used by more than 15 million people in Japan, Taiwan and Korea. Since launch, we have received success stories from over 500,000 people.

The CC Strategy team is a key driver to deliver the next-generation customer care service in the industry by identifying & proposing a next-gen customer care operation process & organization, by building strategic relations with police/enforcement to protect the users at a safest possible way, by gathering and analyzing related data both internally and externally, and by learning/sharing best practices throughout Match Group brands globally.

You will be a key part of a fast-moving innovative organization where your expertise and creativity will be appreciated and positively influence our users.

Description

  • A strong will and creativity to think outside the box approaches to set a new standard for the online matching industry through customer care services, including safety, official agency & organization relations, and customer satisfactions.
  • Expected to coach and mentor junior team members by leveraging various tools available through both online and offline communications.
  • A key driver to influence inclusion and collaborative management culture in the organization.
  • Consistently paying attention to all service / product KGI and KPI on a daily/weekly/monthly basis to understand the progress of the Service and Product Roadmaps and propose to update by collaborating with internal stakeholders, including but not limited to reporting to senior management and executives in a timely manner.
応募資格

Minimum qualification

  • 3+ years of customer fronting service management experience, preferably related fields but not limited
  • Strong service sense and empathy of user needs and pain points
  • Strong analytical skills and a curiosity to peel the onion to discover opportunities for impact and better user experience
  • A team leader and a team player
  • Self-motivated and proactive, with demonstrated creative and critical thinking capabilities required to forge a path to success
  • Least basic English conversation skill

Preferred qualification

  • Experience working with senior executives
  • Experience in leading a part of customer care team functions
  • Excellent communication skills with the ability to convey intricate ideas in a clear and concise manner.
  • International company working experiences.
その他要項

雇用形態

  • 正社員(試用期間:3ヶ月)

給与

  • 基本給+45時間分みなし残業代+賞与
  • 経験・能力を考慮の上、当社規定により決定いたします
  • 昇給:半期に1回上長との定期面談があり、その際に昇給を決定いたします
  • 賞与:年に1回、業績貢献度に応じて支給いたします

勤務時間

  • フレックスタイム制
  • リモートとオフィスワークのハイブリッドスタイル

休日・休暇

  • 年間休日:132日(2020年実績)
  • 土日、祝日夏季、冬季休暇実績(2020年:夏季9日/冬季9日、2019年:夏季9日/冬季10日))
  • 完全週休2日制/土日祝休み(一部を除く)
  • 有給休暇
  • 特別休暇(誕生日休暇、アニバーサリー休暇など)
  • 産前産後/育児休暇、生理休暇

勤務地

  • 〒108-0073 東京都港区三田1-4-1 住友不動産麻布十番ビル4F
  • 都営大江戸線 赤羽橋駅 徒歩4分、東京メトロ南北線 麻布十番駅 徒歩6分

その他待遇

  • 交通費全額支給
  • 自己研鑽手当1万円/月(全正社員対象)
  • 住宅手当有り:オフィスから3km圏内に住んでいる場合は3万円/月、配偶者有りの場合は5万円/月(パートナーシップも対象)
  • 各種社会保険完備(関東ITソフトウェア健康保険組合)
  • 海外カンファレンス参加費/渡航費補助
  • ソフトウェア、書籍購入補助
  • オンライン英会話学習補助
  • セミナー/カンファレンス参加費補助
  • PC(Mac)、マウス、キーボード、ディスプレイを選べる制度
  • 高級チェア利用可能(オカムラのシルフィー)
  • 社員旅行、各種交流イベント多数実施