• The empathy and people skills of a hospitality professional
• The organizational rigor and execution capability of a project manager
• The ownership mentality and drive of a startup operator
• The communication excellence of a great Customer Success leader

In a fast-paced, multicultural environment with diverse stakeholders and constant change, each team member functions as a trusted partner who solves problems before they escalate.

SEKAIA exists to deliver transformative experiences to international students and support their growth. We need people like you to make that mission a reality.

• You naturally organize and structure complex situations
• You communicate with empathy, tailoring your message to students, schools, and companies alike
• You don't think "that's someone else's job"—you think "I'll make sure this gets solved"
• You stay calm under pressure and respond constructively to stressful situations
• You turn uncertainty into confidence through careful attention and reliable execution

This is not a traditional customer support position. It differs fundamentally from typical customer service roles, blending Customer Success, Program Management, Operations, and Cross-functional Coordination into one specialized role.

As a Customer Success Member on our Inbound Team, you will ensure that international students have a safe, meaningful, and transformative internship experience—from contract through program completion and beyond.

You will be the connective tissue that keeps students, universities, host companies, and internal teams aligned toward a shared mission. You are the "trust engine" that makes everything work.

• Support students with pre-departure preparation (documentation, visa guidance, peace of mind)
• Conduct multilingual pre-program orientation sessions
• Coordinate with host companies on readiness and expectations

• Implement and maintain safety management protocols
• Operate escalation response as part of a team rotation — you are never alone (24/7 coverage shared across the CS team)
• Serve as the primary liaison for students, universities, and host companies
• Monitor daily progress and identify risks early

• Conduct and analyze Customer Satisfaction (CSAT) surveys
• Gather end-of-program feedback and create evaluation reports
• Follow up with host companies to strengthen partnerships

• Identify operational bottlenecks and propose process improvements
• Document systems and bring order to operational complexity
• Collaborate across Sales, Placement, Product, and Operations teams
• Contribute ideas that enhance the student experience

• 1+ year of hands-on experience in customer operations, guest services, program management, or similar roles. Experience in education, travel, hospitality, or BPO is particularly valued.
• Clear, professional communication in both English and Japanese
  • English: Business level or above
  • Japanese: business to native level
• Ability to juggle multiple priorities while remaining calm and composed under pressure
• Ability to use surveys and data analysis to identify and execute improvements
• Evidence of creating systems, documentation, or organizational structure (spreadsheets, tracking systems, checklists, etc.)

• Experience mentoring, onboarding, or training team members
• Background in educational travel, inbound services, or study abroad programs
• Proficiency with Microsoft Excel, CRM systems, project management tools, or AI tools (ChatGPT, etc.)
• Experience working in a startup or fast-growing environment
• Previous experience in hospitality or customer-facing service

• You have built strong relationships with students and university partners
• You demonstrate clear ownership over your responsibilities
• Your proactive communication has reduced operational risks
• You have improved internal processes through documentation and organization
• You collaborate effectively across all departments
• You have contributed ideas that meaningfully improve the student experience
• Your teammates consistently trust you and know they can count on you

• Starting from ¥350,000 per month (depending on experience and qualifications)

• Year-end performance bonus available

• 5-day work week (Saturdays, Sundays, and national holidays off)
• 10 days of paid leave in the first year
• Complete social insurance (health insurance, pension, unemployment insurance, workers' compensation)
• Annual salary review and bonus eligibility
• Onboarding and professional development training
• Hybrid work arrangements (depending on role requirements)
• Modern office environment in Shibuya, Tokyo

• Full-time, permanent position

• Tokyo (Shibuya-ku area) • Remote work arrangements available upon discussion

• 10:00 AM – 6:30 PM

• Resume (with photo)
• Work history/CV
• Cover letter explaining why you're an ideal fit for this role (approximately 200 words)

• You prefer to wait for instructions rather than take independent action
• You tend to blame other departments instead of collaborating to solve problems
• You struggle to adapt when priorities change quickly
• You prefer routine, predictable work and find ambiguity or change unsettling
• You struggle with attention to detail or organization
• You find it difficult to understand or empathize with others' perspectives

• 30+ years in degree study, high school study, international internships, and project-based training
• Deep partnerships with universities, companies, labs, and local governments
• Inbound programs include School Tours (7–14 days), Micro-PBL, Micro-Internship, and Internship in Japan
• We optimize for Most Loved × Most Trusted × Largest, measured by NPS, repeat rate, and WOW

• Product design for School Tour / Micro-PBL / Micro-Intern / IIJ (standardize 7–14-day packages)
• Quality design for service standards (SLA), safety, and learning outcomes
• Evaluation design using NPS / WOW to identify improvement themes
• Supplier strategy for accommodation, transport, and host companies
• Unit economics for price ranges, cost structure, inclusion vs exclusion
• Standardization of itineraries, ops guides, evaluation rubrics
• Team leadership for a small, high-impact product team

• 2+ years in product or program design and improvement
• Ability to align stakeholders and drive execution
• Strong documentation skills in JP/EN
• Data-informed decision making (cost, pricing, outcome metrics)
• Business-level English and Japanese
• 1+ year of team management experience

• Experience in educational travel, training, internships, hospitality, or travel industry
• Supplier sourcing/evaluation/contracting
• Learning and assessment design, safety/ops standards

• Operations and safety from pre-arrival to post-program, 24/7 coverage, incident first response
• Orientation on safety, culture, and learning design
• Community for hosts and participants; plan Summit/Award events
• Evaluation and improvement via same-day CSAT pulses, post surveys, NPS
• SLA operations with public display, monitoring, and corrective actions
• Team leadership for the CS team with hands-on field support

• 2+ years in customer-facing or operations roles
• Strong coordination across multiple parallel cases
• Clear written and verbal communication in JP/EN
• English advanced (CEFR C1 target) / Japanese daily-business (JLPT N2 target)
• 1+ year of team management experience
• Ability to join the on-call rotation for first response

• Experience in training ops, study/ travel arrangements, or hospitality
• Host company and accommodation coordination/contracting
• Safety/crisis basics and SLA operations
• NPS/CSAT analysis to action; Salesforce or CRM usage

• Japan as a Platform: work with companies, labs, cities, and cultural hubs
• Chosen for value: not price, but NPS / repeat / WOW
• 0→1→10: co-create standard packages and build the foundation
• Truly bilingual & global: collaborate with overseas partners daily
• Clear standards: publicly displayed SLAs and transparent quality ops

• Employment: Full-time / Fixed-term
• Location: Shibuya (hybrid)
• Hours: 10:00–18:30 (7.5h actual)
• Monthly ¥543,375 (incl. ¥101,883 fixed overtime for 30h; base salary ¥441,492). Overtime beyond 30h paid separately per labor law.
• Holidays: weekends and national holidays, year-end and New Year, birthday leave, paid leave policy
• Business travel and training available; full social insurance

• English: Fluent
• Japanese: Business level
• Must currently reside in Japan
• Experience in marketing and sales
• People-person who is confident to communicate with others
• Strong Leader that is able to guide, motivate & empower his team to deliver top-results
• Creative and able to think out of the box, but structured and reliable at the same time
• Business plan creation experience
• Visa sponsorship available

• English: Fluent
• Japanese: Business level
• Must currently reside in Japan
• Experience in marketing and sales
• Creative writing skills
• People-person who is confident to communicate with others
• Creative and able to think out of the box, but structured and reliable at the same time
• Visa sponsorship available