Eureka operates Pairs, a dating and matchmaking app for those seriously looking for a partner. Pairs is Japan's largest online dating app with over 27 million cumulative registrations in Japan.
Since launching the Japanese version in 2012, the Taiwan version in 2013, and the Korean version in 2025, the service has continued to grow steadily, with over 700,000 people finding their partners through Pairs.
In 2015, we joined Match Group, which operates online dating apps worldwide. To realize our mission of "creating something that makes people grateful to have in their lives," we are pursuing further growth not only domestically in Japan but also globally.
Job Summary:
You will ensure the service level of Customer Care, improve user experience, and conduct improvement activities and operational management aimed at enhancing operational efficiency. Implementation details are determined based on departmental strategy, and you will handle detailed design, implementation, and operations.
What You'll Do:
The Specialist on the Customer Care Team will perform the following duties:
- Build operations and processes necessary for Customer Care operations
- Project management for each project
- Operate QA and quality management systems
- Plan and design training operations
- Create, manage, and update knowledge bases
- Manage and update FAQs and chatbots
- Design operations and processes related to business transfer to BPOs
- Implement, design operations, and manage other customer support tools
- Coordinate with other departments
- Coordinate with external partners
Weekend and holiday on-call support:
- On a rotating basis, 1-2 times per month to prepare for emergencies
A day in the life:
<A Specialist's typical day>
- Arrive at the office. Check various communication tools for new information and confirm the day's schedule.
- Morning is spent on desk work such as document creation. Progress on design documents and explanatory materials related to assigned projects.
- After a break, attend a team meeting. Share project progress, new information, and make decisions.
- Meetings with BPOs and other departments. Align understanding related to assigned projects and discuss problem-solving to reach agreements and adjust operations.
- One-on-one with leader. Share progress on personal goals, seek guidance, and advance problem-solving.
- Fill out daily report and leave the office.
Basic Qualifications:
- 1+ years of operational and management experience in a customer support department
- 1+ years of user-facing experience in a customer support department
- Experience participating in projects and initiatives based on business strategy
- Experience leading customer support activities and projects
- Problem-solving skills to develop interim responses and permanent solutions when issues arise, plus the ability to propose and execute process improvements based on data
- Ability to communicate smoothly with various stakeholders
- Ability to drive work with both macro and micro perspectives
Preferred Qualifications:
- Experience implementing and operating various CS-related tools
- COPC certification or equivalent experience designing operations using quality management frameworks
- Experience developing and operating training plans and tools
- Experience building and operating knowledge management systems
- Experience building and operating FAQ sites and chatbots
- Experience managing and operating BPOs
- Business-level English, Korean, or Taiwanese language skills
- Knowledge of compliant operations with regulations such as the Personal Information Protection Act and GDPR
- Support experience across multiple channels (email, chat, in-app support, etc.)
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