Customer Experience Team Lead, Japan

At Too Good To Go, we have an ambitious mission: to inspire and empower everyone to fight food waste together.

More than 1/3 of all food produced in the world is wasted. And that has a huge impact on the health of our planet. 10% of greenhouse gas emissions come from food waste and loss.

Through our marketplace app, we connect businesses that have unsold, surplus food, with consumers who can buy and enjoy it at ⅓ of retail value. We are a certified B Corporation with a mission to empower everyone to take action against food waste. Alongside our marketplace app, we create educational tools, explore new business solutions, and influence legislation to help reduce food waste.

In this role you will make a direct, positive contribution to our mission every day. As part of the launch team in Japan, the journey promises to be exciting as you will be part of changing the conversation around food waste in Japan and establishing the Too Good To Go brand in the minds of customers and food businesses.

We’re growing fast: Our community of over 100 million registered users and 240,000 active partners across 19 countries, have together already saved 400 million meals from going to waste - avoiding over 1,000.000 tonnes of CO2e!

In 2023, Too Good To Go was recognised on Fortune's acclaimed 'Change the World' list, named as one of Deloitte's 'Best Managed Companies' and won a coveted 'Cultural Impact Award' at the annual Apple App Store Awards.

We’re looking for an exceptional and passionate CX Team Lead to help us grow and develop our Global Customer Experience Team. This is a heavily hands-on role, where apart from leading a team, you also act yourself as an individual contributor and carry performance targets as well.

This position is based in Tokyo, Japan. 

Your mission

Reporting to the Country Director (Dotted line to: Global CX Head) you will play a pivotal role in the expansion and success of our presence in Tokyo, Japan, positioning Too Good To Go as a key partner in the fight against food waste. 

You will also be responsible for uncovering opportunities for stores to reduce their food waste and ensuring they make Too Good To Go part of their daily operations to rethink the food that may be wasted. You will work with our partners on a daily basis, acting as their main point of contact to help ensure they have an amazing experience with Too Good To Go by helping them capture all their waste, and become real ambassadors of the food waste revolution.

Your role

• You oversee the daily operations & drive a high performance culture within your team, supporting them to achieve their KPIs & goals. 
• You maintain the excellent quality of our customer service through timely and effective responses to customer enquiries. Inspiring and empowering our customers towards more sustainable behaviour to help us grow our mission.
• You are coordinated and aligned with the Associate Director of Customer Experience (CX) and other teams,  to ensure customer feedback and issues are acknowledged and followed up on internally or with partners. 
• You act as a CX Specialist yourself: answering enquiries over email, chat, SoMe and phone
• You proactively manage team schedules, monitor real-time workloads, and optimise staffing to ensure efficient service levels and balanced performance across the CX team.
• You are responsible for the recruitment in your team, acting as a Hiring Manager and working closely with the People & Culture department to ensure we onboard the best talent! 
• You will perform analysis of partner performance and benchmarking to identify upselling potential and take appropriate action
• You will be setting up innovative campaigns to help our Partners save more food and make the most of the partnership
• You will be finding creative ways to get our message across to our partners; having a willingness to pick up the phone, and face uncomfortable conversations with a positive attitude and bold mindset

Requirements (must to have)

• 7+ years relevant experience in customer service or account management, preferably both in a B2C and B2B environmentsYou bring a track record of coaching teams to deliver strong performance and customer outcomes
• Experience in relationship management with clients and/or key stakeholders or you have previous experience in sales/upselling
• Relevant experience in customer service or account management, preferably both in a B2C and B2B environments
• Strong communication skills over the phone, with the ability to be expressive, convincing, and persistent
• Experienced in working with performance metrics and have an analytical mindset
• Your way of working is solution-oriented, innovative and data-informed
• You have full written and verbal business proficiency in both Japanese and English. 

Requirements (nice to have)

• Your way of working is solution-oriented, innovative and data-informed
• Team player, work in a structured manner and can thrive in ambiguous environments
• Strong organisational skills - you have an eye for detail, you are great in administrative follow-ups
• Team player, work in a structured manner and can thrive in ambiguous environments
• Strong organisational skills - you have an eye for detail, you are great in administrative follow-ups
• You are experienced in using different CRM tools, Zendesk & Salesforce being a plus!
• You are a make-it-happen person who is excited to roll up your sleeves – but you also think about the longer-term business implications and requirements.
• Previous experience working in a marketplace, a big platform, or the Food Industry will be a plus.

Our values

• We win together
• We raise the bar
• We keep it simple
• We build a legacy
• We care 

Benefits & What we offer

• A rare opportunity to work in a social impact company (and certified B Corporation!) where you can see real and tangible impact in your role.
• Working alongside an international community of users, partners and 1350+ colleagues across 19 countries that are on the same important mission.
• Personal and professional development opportunities in a fast-paced scale-up environment.
• An inclusive company culture where you can bring your authentic self to work
• A strong, values-driven team culture where we celebrate successes and socialise with colleagues that care.

How to apply

• We take recruitment very seriously, so please carefully read everything we have written above. Please also check our website and international media to get a good overview of Too Good To Go.
• Submit your CV and Cover letter in English.

Too Good To Go is an equal opportunity employer

カスタマーエクスペリエンス チームリード（日本）

Too Good To Goは、「食品ロスと闘うために、人々を巻き込み、行動を促す」ことを使命としています。

世界では生産される食品の3分の1以上が廃棄されています。これは地球環境に深刻な影響を及ぼし、温室効果ガスの約10%が食品ロス・廃棄に起因しています。

私たちは、売れ残りや余剰食品を抱える飲食店や小売店と、それを割安（定価の3分の1）で購入したい消費者をつなぐマーケットプレイス型アプリを提供しています。また、B Corp認証企業として、教育活動やビジネスソリューションの開発、法制度への働きかけなど、食品ロス削減に向けたさまざまな取り組みを行っています。

本ポジションでは、私たちのミッションに日々直接貢献いただきます。日本市場の立ち上げチームの一員として、食品ロスへの意識を高め、「Too Good To Go」ブランドを広める活動に携わっていただきます。

現在、19か国にわたって1億人以上の登録ユーザーと24万のアクティブなパートナーからなるコミュニティを持ち、これまでに4億食以上の食事を食品ロスから救い、100万トン以上のCO2e（二酸化炭素換算）の排出を回避してきました。

2023年には、「Fortune」誌の『Change the World』リストに選出され、Deloitteの『Best Managed Companies』、Apple App Store Awardの『Cultural Impact Award』も受賞しています。

ミッション

このポジションはカントリーディレクターに直属し、グローバルCX責任者とも連携・報告を行います。東京における当社の事業拡大と成功において中心的な役割を担い、Too Good To Goの食品ロス削減の重要パートナーとして位置づけることが使命です。

店舗が食品ロスを削減できる機会を見出し、彼らの日常業務に「Too Good To Go」を組み込んでもらうことで、廃棄されるはずだった食品を再考するきっかけを作る役割も担います。パートナー企業との日々のやり取りの中で、彼らの主要な連絡窓口として素晴らしい体験を提供し、食品ロス革命のアンバサダーとなってもらえるようサポートします。

業務内容

• チームの日々のオペレーションを統括し、成果を出せるカルチャーを推進。チームがKPI・目標を達成できるようサポート
• 顧客からの問い合わせに迅速かつ的確に対応し、顧客サービスの品質を維持
• サステナブルな行動を促し、ミッションの拡大に貢献
• カスタマーエクスペリエンス（CX）のアソシエイトディレクターや他チームと連携し、顧客からのフィードバックや課題を社内・パートナーと共有・対応
• 自身もCXスペシャリストとして、メール・チャット・SNS・電話での問い合わせ対応を実施
• チームスケジュールの管理、リアルタイムの業務量モニタリング、最適な人員配置を通じてサービス品質を維持
• 採用マネージャーとして、チームの採用活動を主導し最適な人材の採用を行う
• パートナーのパフォーマンスを分析・ベンチマークし、アップセルの機会を特定して適切に対応
• パートナーがより多くの食品ロス削減に革新的なキャンペーンを企画

必須条件

• カスタマーサービスまたはアカウントマネジメントで7年以上の実務経験（B2CおよびB2B両方の経験が望ましい）
• チームを指導し、優れた成果や顧客満足を実現してきた実績
• 顧客・ステークホルダーとの関係構築経験、または営業／アップセルの経験
• 電話での優れたコミュニケーション能力
• パフォーマンス指標を扱う経験と分析的思考
• 解決志向・革新性・データに基づいた意思決定力
• 日本語・英語ともにビジネスレベル以上の読み書き・会話力

歓迎条件

• 問題解決志向で、革新的かつデータドリブンなアプローチができる
• チームプレイヤーで、構造的に物事を考え、曖昧な環境下でも柔軟に対応できる
• 細部に注意を払い、事務的なフォローアップが得意な方
• ZendeskやSalesforceなどのCRMツールの使用経験
• 実行力があり、現場で自ら動ける方。また、長期的なビジネスへの影響も考慮できる方
• マーケットプレイス、大規模プラットフォーム、または食品業界での経験

私たちのバリュー

Win Together（共に勝つ）

Raise the Bar（常に高みを目指す）

Keep it Simple（シンプルに考える）

Build a Legacy（次世代に誇れる成果を築く）

We Care（人と社会と地球を想う）

福利厚生

• 社会的インパクトを重視するB Corp企業で、実感できる社会貢献に携われる機会
• 19カ国、1,350名以上の国際色豊かなチームとの協働
• 急成長中のスケールアップ環境での自己成長機会
• 多様性を重視したインクルーシブなカルチャー
• 成果を称え合い、チームとして楽しむ価値観

応募方法

ご興味をお持ちいただいた方は、日本語の職務経歴書を提出してください。

選考プロセス

• 採用チームとのビデオ面談（ショート）
• 採用マネージャーとの面接
• カントリーディレクター

Too Good To Go は、機会均等を重視する雇用主です。

A Movement for Everyone
We want to inspire and empower everyone to fight food waste together. With that mission, it’s only natural that we want to build a diverse and inclusive team of highly capable individuals who are passionate about doing things in a better way. We strongly believe we all excel and are more creative when we’re allowed to be ourselves, and we’re committed to a culture where all of us belong.
We are an equal opportunity employer and all employment is decided on the basis of qualifications, merit and business need. If you need reasonable accommodation at any point in the application or interview process, please let us know.