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Mercari

Peer-to-peer mobile marketplace for secondhand goods

Customer Support Data Analyst

Business IntelligenceConfirmed live in the last 24 hours
Full-timeMinato City, Tokyo, JapanNo salary listed

About the Job

Requirements

  • At least 3 years of practical experience in customer support or customer service operations.
  • Experience analyzing customer service KPIs, such as inquiry volume, productivity, quality, operational KPIs, response rate, or AI resolution rate, and translating findings into improvement initiatives that are implemented.
  • Experience deploying and embedding systems, tools, or workflows with frontline teams and improving KPIs.
  • Experience identifying issues independently, involving stakeholders, and running PDCA cycles.
  • Japanese proficiency at CEFR C1 level is required.

Responsibilities

  • Provide data and analysis needed for operations, including monitoring KPIs, evaluating initiative effectiveness, and analyzing variances between staffing plans and actual results to support operational teams and management decisions.
  • Identify issues and improvement opportunities from operational data and voice-of-customer feedback, propose improvements to customer support operations or products, and advance initiatives with relevant teams.
  • Design and track customer support operational KPIs and develop dashboards and data infrastructure for use across customer support.
  • Provide a foundation for understanding operational performance, detecting anomalies, and implementing improvements using accurate data.
  • Develop analysis methods and templates using business intelligence tools and generative artificial intelligence, and establish a foundation for team analysis and improvement proposals.
  • Roll out analysis methods to customer support operations and the wider company, creating an environment in which teams can safely use customer support data and produce high-quality analysis based on voice-of-customer feedback.
  • Design and run weekly operational reviews and processes for goal setting and retrospectives.
  • Drive data-based analysis, improvement proposals, and PDCA cycles from KPIs, embedding them into day-to-day operations.

Desired Qualifications

  • Experience using SQL, BigQuery, Looker, or spreadsheets for data aggregation and analysis.
  • Experience building analysis environments or reports using business intelligence tools or generative artificial intelligence and applying them to operational improvements or business outcomes.
  • Customer support experience in platform businesses such as e-commerce, flea-market platforms, or payments.
  • Experience managing quality and productivity, including customer support quality checks, staffing or shift optimization, or knowledge management.
  • Experience operating KPI reports in regular meetings.
  • Experience planning or delivering training, or collaborating with external service providers.
  • English proficiency at CEFR A2 level is preferred.

About the Company

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Mercari

Peer-to-peer mobile marketplace for secondhand goods

Mercari operates a mobile peer-to-peer marketplace for buying and selling secondhand goods. Users list items by taking photos in the app, and buyers complete purchases there, with payments held in escrow until receipt is confirmed. Revenue comes from seller fees (10% in Japan; 10% plus 3.6% buyer protection in the US), plus Merpay payments and promoted listings, plus shipping partnerships for integrated delivery. The platform differentiates itself through a simple mobile experience, escrow and buyer protection, shipping integration, and a broader marketplace including Mercari Shops for sellers, with a goal of extending product life and supporting a circular economy.

Company size
1,001-5,000
Company stage
IPO
Headquarters
Tokyo, Japan
Founded
2013

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