Technical Product Manager - CS & Trust & Safety

Technical Product Manager (Japanese) - CS & Trust & Safety

Mercari, Inc. (India) · Bengaluru, India (Hybrid) · Full-time · Posted 2026-09-11

Workplace: hybrid

Description

Introduction

We are looking for a hands-on Technical Product Manager to own product strategy and measurable outcomes for the tools and workflows that power Customer Support (CS) and Trust & Safety (TnS) for Mercari.

You will identify high-impact problems, create the roadmap, write clear product requirements, manage delivery, and measure results. This role requires strong product judgment, practical use of data and AI, and the ability to bridge Japan-based stakeholders and the India engineering team in Japanese and English.

About Us

Mercari is a Japan-based C2C marketplace company founded in 2013 with the mission to "Create value in a global marketplace where anyone can buy & sell." From being the first tech unicorn from Japan before its IPO in 2018 we have come a long way towards becoming a global player and continuously and diligently work towards our transformation journey with a strong focus on our mission.

Since its inception, Mercari Group has worked to grow its services, investing in both our people and technology. Over time Mercari has expanded from being the top player in the C2C marketplace in Japan to new geographies like the U.S. We have also successfully launched new businesses such as Merpay, which is a mobile payment service platform with a vision to create a society where anyone can realize their dreams through a new ecosystem centered not only on payment service but also on credit. Today, Mercari Group is made up of multiple subsidiary businesses including logistics, B2C platform, blockchain, and sports team management.

For our services to be utilized by people worldwide; however, there is still a mountain of work ahead of us. This endeavor naturally requires the capability of the best talent and minds, and that is exactly the reason for us to launch the India Center of Excellence. With your help, we will continue to take on the world stage and strive to grow into a successful global tech company.

About Mercari India

Established in Bengaluru in 2022, Mercari India serves as a crucial technology hub for the Mercari Group. Leveraging the rich and diverse tech talent in India, we primarily collaborate closely with our development hub in Japan to drive engineering development for Mercari's applications. Having grown to an organization of approximately 100+ members over about Four years since its inception, Mercari India aims to evolve into an even stronger engineering organization that spearheads technological innovation for the entire group. This will be achieved by further enhancing our engineering capabilities and promoting AI initiatives that reflect India's cutting-edge technology and knowledge.

Our Culture

To achieve our mission at Mercari, our organisation and each of our employees share the same values and perspectives.

Our individual guidelines for action are defined by our four values:

• Go Bold
• All for One
• Be a Pro
• Move Fast

Our organisation is also shaped by our four foundations:

• Sustainability
• Diversity & Inclusion
• Trust & Openness
• Well-being for Performance

Regardless of how big Mercari gets, the culture will remain essential to achieving our mission and something we want to preserve throughout our organisation.

We invite you to read the "Mercari Culture Doc," which summarizes the behaviours and mindset shared by Mercari and its employees. We continue to build an environment where all of our members of diverse backgrounds are accepted and recognised, and where they can thrive while holding dear to Mercari’s culture.

Requirements

Work Responsibilities

Own Product Strategy and Outcomes

• Define the product vision, roadmap, priorities, and measurable outcomes for CS and TnS
• Identify opportunities using customer feedback, operational insights, and data
• Define success metrics, baselines, guardrails, and post-launch measurement plans
• Balance customer experience, operational efficiency, risk, and business priorities

Lead Discovery and Delivery

• Write clear PRDs, user stories, acceptance criteria, and launch plans
• Translate operational and stakeholder needs into clear priorities for engineering
• Manage projects from discovery through development, rollout, adoption, and iteration
• Track milestones, dependencies, risks, and decisions across teams

Improve CS and TnS Products

• Build tools and workflows that improve support quality, resolution speed, and operational productivity
• Improve user reports, escalations, moderation, case management, and enforcement experiences
• Identify opportunities for workflow simplification and automation while preserving appropriate human judgment
• Partner with CS, TnS, engineering, data, ML, policy, and business teams to deliver measurable impact

Use AI and Connect Japan and India

• Use AI to accelerate research, analysis, documentation, prototyping, and product workflows
• Lead discussions and create clear product documentation in Japanese and English
• Build shared context and align Japan-based stakeholders with the India engineering team

Bold Challenges

The role balances customer experience, operational efficiency, marketplace risk, and business priorities while improving the tools and workflows used by CS and TnS teams. Success requires identifying high-impact problems, aligning Japan-based stakeholders and the India engineering team, and turning ambiguous operational needs into measurable product outcomes.

Minimum Requirements

• 3+ years of professional experience in product management or a related field, with hands-on experience delivering digital products
• Japanese proficiency equivalent to JLPT N3 or above, with strong conversational ability to lead discussions with Japan-based stakeholders. Practical communication skills are more important than certification alone.
• Experience owning product work from discovery and roadmap creation through launch and measurement
• Ability to define measurable outcomes and make decisions using qualitative and quantitative data
• Experience creating roadmaps and PRDs and managing cross-functional projects
• Working knowledge of SQL or comparable analytical tools
• Practical experience using AI tools in product work
• Ability to collaborate effectively with engineering and operations teams

Preferred Requirements

• Experience with marketplaces, e-commerce, seller platforms, or B2C products
• Exposure to customer support, internal tools, operational workflows, Trust & Safety, risk, or compliance
• Familiarity with experimentation, workflow automation, or AI-enabled products
• Experience working in distributed or multicultural teams

Benefits

Working Conditions

• Employment Status: Full-time
• Office: Bengaluru

• Hybrid workstyle

• We believe in high performance and professionalism. We work from the office for 2 days/week and work from home 3 days/week.

• To build a strong & highly-engaged organization in India, we highly encourage everyone to work from our Bengaluru office, especially during the initial office setup phase
• We will continue to review and update the policy to address future organizational needs

Media

Owned Media

• Mercari Engineering Portal
• Mercan — Introduces the people that make Mercari
• Mercari US Blog
• “Leverage AI for Hypergrowth”
• Customer Service & Trust and Safety at Mercari Go AI-Native

Related Articles

• Mercari Careers
• Culture Doc — The Culture Doc is an internal document that summarizes the behaviors and mindset shared by Mercari and its members

Apply

Apply at Mercari, Inc. (India)

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