Customer Service at Mercari
Creating world-class services, organizations, and mechanisms
The Mercari app has grown into a service used by more than 16 million people every month, but there’s still enormous potential out there. It is estimated that over 36 million people in Japan know of Mercari and are interested in listing items. This means that our service is one that is influenced by the voices of our huge number of users. It certainly would not be an understatement to say that the users’ voices helped Mercari grow into the service it is today. A single user’s voice has the potential to turn into an idea capable of solving a major problem. Because of this, Customer Service positions offer the chance to have huge impacts on the entire product.
Taking ownership, making decisions, and taking action in an evolving organization
Mercari’s ideal Customer Service Team is a coordinated and flexible organization where each individual can take ownership of their work and make their own decisions. The first thing people often think of when they hear “Customer Service” is something like a call center. In Mercari’s case, however, this position requires individuals to utilize their skills to find and solve problems. We use user feedback to find ideas for solving current issues, and proactive propose and share those ideas. Great ideas are quickly shared with executives, and later reflected in the product. We also utilize technology like AI and machine learning to raise our work efficiency, and devise ways to help people focus on creative work. By being the first ones to take action, we can not only increase our work’s accuracy but also encourage our individual members’ growth.
Diversity & Inclusion
Working to achieve our mission in a strong team leveraging each individual’s skills and diversity
Mercari aims to create value in a global marketplace, and we place a strong emphasis on diversity in our organization and team members. We aim to have a diverse group of members work together to develop a world-class product. In addition to the Customer Service team, the organization has established a unique structure that includes a team of project managers who work on the product, a team that works with the Machine Learning Team to develop the CS Tool, and a team that delivers user feedback to the company. The organization consists of members from a wide variety of backgrounds, including engineering, consulting, and design. Having this diversity helps us take on challenges from various perspectives and create a conductive environment for discussions.
Mercari has people with diverse experiences and backgrounds working together to achieve our mission.