English Customer Support

Why We Are hiring

At ZenGroup, we are driven by rapid global growth and are currently seeking to grow our English Customer Support team at our Osaka headquarters and drive our international expansion.

In this role, you will handle inquiries via chat, refine operational workflows, and collaborate with teammates from over 34 nationalities. Beyond daily support, you will gain hands-on experience in cross-border e-commerce, build your career in a dynamic workplace, and enjoy excellent work-life balance with 26 days of paid leave in your first year. If you are a proactive team player ready to connect Japan with the world, we’d love to meet you!

Main Duties

• Customer Inquiry Handling

・Customer support via chat (no phone calls)

・Collaboration and reporting with other departments using internal systems

• Efficiency Improvement and Business Process Improvement

・Data analysis and service improvement proposals

・Error reporting and corrective testing

• Management of Remote Operators

・Quality improvement and feedback

・Follow-up on daily operations

• Other related tasks (translation, etc.)

Who We Are Looking For

Must-Have Skills

• For native English speakers: Japanese: Business level (N2+)
• For native Japanese speakers: English: Business level (TOEIC 800 or higher)

Preferred Skills

• Experience in the cross-border e-commerce industry or customer support
• Work experience in small to medium-sized enterprises
• Translation experience
• Basic HTML knowledge
• Other language skills

Personality

• Efficient thinking and execution skills: Ability to process tasks quickly and independently, excellent communication skills, and experience working in an office.
• Team player: Comfortable working as part of a global team of 20 or more people, and values teamwork to achieve goals.
• IT Literacy: Ability to smoothly operate a computer for extended periods in daily work. Also, a willingness to proactively learn new tools and software to improve work efficiency.
• Global Perspective: Ability to work in a diverse workplace environment comprised of members with different ages, nationalities, cultures, and work ethics.

About Us

ZenGroup is an e-commerce company based in Osaka, Japan, with over 400 active employees across our headquarters and logistics centers. With a diverse workforce representing more than 34 nationalities, we support the international market in purchasing products from Japan and help Japanese companies sell their products overseas.

ZenGroup currently operates the following five services:

• ZenMarket: A proxy-buying platform that enables international customers to shop in their own language on major Japanese e-commerce sites such as Mercari, Yahoo Auctions, Yahoo Shopping, and more.

• ZenPlus: An e-commerce marketplace that connects over 3,000 small to mid-sized Japanese businesses with international customers.

• ZenPromo: A promotional service that helps Japanese companies refine their international marketing strategies and build global brand awareness.

• ZenLink: An HTML tag-based service for Japanese e-commerce companies that enables their products to be purchased on

• ZenStudio: A creative agency specializing in web design and video production, supporting businesses entering digital media or enhancing their e-commerce presence to meet modern trends.

  Today, our platform has over 2 million registered users, is available in 19 languages, and serves customers in over 181 countries across six continents—delivering Japanese products to the world.

Position

English Customer Support

Department

Customer Support Department

Customer Support Department (1 Manager, 1 Deputy Manager, 6 Team Leaders, 20 Support Staff)

Contract Type

Full-time Employee

Positions Available

1-2 Positions Available

Reason for hire

Vacancy/Staff expansion

Working Hours

Standard working hours: 9:15 AM – 6:15 PM

PM (8 working hours / 1 hour break)

Flextime available: Start work anytime between 7:00 AM – 10:00 AM, with up to 2 hours of break time per day.

• Standard working hours apply during the initial training period (approx. 2 months).

Work Location

Head Office (Osaka Sakaisuji L Tower, 1-7-7 Kawaramachi, Chuo-ku, Osaka)

• On-site

Access

Osaka Metro Chuo Line Sakaisuji Honmachi Station 6 mins

Salary

(Based on previous experience and ability)

Bonus: Twice a year (June and December)

Salary evaluation: Once a year

3 Month probationary period (salary same as above)

・If the required period of employment is not met, the employee will not be eligible for their initial bonus.

Other Allowances

・Overtime (paid by minute)

・Transportation allowance (Up to ¥30,000/month)

・Managerial allowance

Days Off & Vacation Leave

・5-day workweek (Shift Schedule)

・New Year holiday (4 days)

・Paid leave (26 days in year 1)

・Congratulatory and condolence leave

・Maternity/paternity leave

・Child care leave

・Personal day leave

• Work is required on national holidays, excluding the New Year holiday.

Benefits

・Complete social insurance

(workers’ compensation, employment, health, welfare pension)

・Business casual dress code

・Training system (job-specific, level-specific training)

・Japanese/English lessons

・In-house club activities (karaoke, day camp, etc.)

・Monthly company events

・Free tea and coffee

Regarding Paid Vacation

26 days of paid leave are provided from the first year, with the number increasing annually.

In 2025, the paid leave usage rate exceeded 80%.

Selection Process

First interview – Hiring Team (45-60 mins, online or in-person)

• Logic test + customer support test (logic test excluded for online interviews)

Second interview – Customer Support Team (45-60 mins, in-person required)

• Travel reimbursement up to ¥27,000 available for applicants outside the Kansai region
• Logic test + translation test (if not completed during the first interview)

Third Interview – HR Planning Team (45-60 mins, online or in-person)

• Company culture test

Job Category: Customer Support

Service: ZenMarket

Career Level: Staff Level