Engineering Manager (CS Tools) - Merpay

Salary not provided

GoKubernetes

Minimum year of experience: 1

Job Description

This job requires Japanese language ability. JD is available in Japanese only. 　本ポジションは英文JDの用意がありません.

Introduction

Creating a rich society by circulating all values and expanding the potential of everyone

In 2013, Mercari was born from the awareness that "what can be done to create a richer society with limited earth resources" that founder Shintaro Yamada had during his trip around the world. We believe that by circulating all values, not only physical things and money, we can realize what everyone wants to do and increase the choices that contribute to individuals and society.

We will realize a world where the potential of everyone is exhibited by connecting people around the world with the power of technology. For the direction that the Mercari Group should aim for, please refer to the Mercari Culture Doc.

Equal opportunities in the selection process

At Mercari, we aim to create a society where individuals have the opportunity to create value freely without their potential being determined by their background. We promise to eliminate all forms of discrimination based on age, gender, sexual orientation, race, religion, physical ability, and other symbols to ensure that individuals with various backgrounds who resonate with Mercari's mission and values can join us.

For more information, please refer to the I&D statement.

Job Details

Mission / Responsibilities of the Team

＜Team Mission＞

The Mercari Customer Support platform development team is a team that aims to create customer service products that achieve an "Effortless CX" that does not require any effort from customers.
We support customer service missions such as ensuring that customers use Mercari without any troubles, resolving the root cause of inquiries, and resolving inquiries in a short time and with a small number of inquiries using technology.

※ For more details about Mercari's mission and values, please see here

The specific responsibilities are as follows.

Create a strong engineering organization through recruitment and development
Support the growth and career development of engineers (1on1, goal setting, evaluation, feedback)
Propose and promote appropriate solutions to organizational and technical issues faced by the team to promote team growth
Assign engineers appropriately based on individual growth and company's situation
Discuss the validity of technical choices with CTO and tech leads and contribute to the correct technical growth of the organization and individuals
Support the success of the product in collaboration with product managers and tech leads

Development Environment

Programming language: Go

Infrastructure: Google Cloud Platform (Compute Engine, Kubernetes Engine, Cloud SQL, Spanner, Storage, Stackdriver Logging, Dataflow, Pub/Sub, etc.)

Configuration Management Tools: Terraform

Analytics Platform: BigQuery / Looker

Monitoring: Datadog / PagerDuty / Sentry

Other: GitHub / Slack / JIRA / Spinnaker / Confluence

Development Method: Agile (Scrum, Kanban, etc.)

Unique Challenges

Improve CS operations to contribute to customer experience
- Currently, efforts are required to integrate multiple customer service related tools that have been created for each business in order to provide operators with a unified and seamless experience. By collaborating with Mercari and Merpay's businesses and developing towards common goals, you can improve CS operations and ultimately contribute to improving the customer experience of Mercari.
Collaboration with in-house AI and ML teams
- In order to streamline customer service operations, you will have the opportunity to work on AI-driven development projects in collaboration with in-house Natural Language Processing (NLP) and Machine Learning (ML) teams. Through this collaboration, you can create new value at the forefront of the industry and maximize the impact on the entire group.

Requirements

Must resonate with the mission and values of the Mercari Group and each company
Engineering management experience (1 year or more)
Able to commit to the growth of engineers while maximizing the organization
Development experience in technical areas such as backend, infrastructure, and client
Ability to propose and promote solutions to organizational and technical issues
Strong communication skills, including inter-departmental coordination and mentoring of engineers

Preferred Qualifications

Work experience in financial institutions or fintech companies
Communication skills in English

Selection Criteria

Ability to assign appropriate engineers while understanding the priority of the business
Ability to challenge new technologies while having a wide technical knowledge
Able to commit to the success of the business and the growth of engineers while properly understanding the WILL/CAN/MUST of engineers
Able to solve organizational issues by demonstrating strong communication skills
Demonstrating leadership, flexibility, and a sense of urgency
Able to contribute to team building in a diverse team

※ For more details, please see the page here.

Language proficiency

Japanese: Proficient (CEFR - C1) required
English: Independent (CEFR - B2) preferred

※ For more details about CEFR, please refer to here.

Improving CS experience leads to value for customers. Collaboration for development and improvement of CS operations with speed and safety

Employment Conditions

Employment Type

Full-time employee

Probationary period: 3 months after joining (same conditions as regular employment)

Office

Roppongi

Measures against passive smoking: Indoor smoking ban
Mercari has a "YOUR CHOICE" system related to work style. You can choose to work in the office or choose full remote work. *Excluding some positions

Working Hours

Flextime (no core time, no fixed working hours)

※ Inquire for some positions.

Holidays

Complete 2 days off per week (holidays, year-end and New Year holidays, etc.)
Paid leave, condolence leave, relaxation leave, sick leave

Salary

Monthly salary (including fixed overtime pay)
Determined based on skills, experience, and abilities
Reviewed twice a year

Benefits

Various social insurance benefits
Incentive system
Support system for employees and their families

※ For more details, please see the page here.

Support

Relocation support
Language learning support
Translation and interpretation support