CS System Planning (Voice/Text)

About PayPay

PayPay, a fintech company that has surpassed 70 million users in approximately 7 years since its service launch in 2018, is composed of diverse members from about 50 countries and regions.

OUR VISION IS UNLIMITED_

We believe that a clear vision is not necessary to create a future beyond our imagination. PayPay always maintains a Day 1 stance, aiming to realize a vision (future) that no one can imagine. We are looking for colleagues who are passionate about tackling this grand vision, polishing our products at an overwhelming speed unmatched by other companies, and professionally driving the widespread adoption of cashless payments in Japan and its use as a financial life platform. We seek individuals who can proactively identify challenges, collaborate with others, and jointly promote the creation of new value.

About the Role

Introduction to the CS System Planning Department

With rapid service growth and an increase in customers, the number of users of PayPay's customer support has also increased. With the mission of "maximizing and optimizing customer experience by integrating people and machines," we are advancing system sophistication to enable users to solve problems more easily and quickly. The department consists of about 20 members, mainly in their 30s. We are broadly involved in CS systems, from planning to creating requirement definition documents, requesting development, and operation and maintenance, working to provide customer support where customers can solve problems effortlessly.

Background of Recruitment

In the customer support domain, with the evolution of AI, what was previously only possible for humans can now be done by machines. We are implementing the latest AI utilization with a mindset of constantly iterating PDCA cycles to determine which implementations are most effective and then introducing them into production. We are looking for talent to thrive in such a team.

Specific Job Responsibilities

• Construct optimal communication touchpoints with users by combining AI agents and human support in PayPay's customer support domain.
• Propose and promote the automation and semi-automation of voice and text interaction responses and subsequent processing, based on analysis results from PoC (Proof of Concept) for production implementation.
• Constantly understand the limits of evolving AI, identify points where human intervention is necessary, and continuously refine concepts and plans.
• In this process, coordinate with stakeholders, including management within the division, to achieve implementation.
• This includes not only PayPay but also PayPay group companies.

Appeal of this Position

• You can gain broad exposure to systems that support customer support.
• You can be involved consistently from upstream processes (planning and design) to downstream processes (operation and maintenance), allowing you to pursue results such as enhancements after implementation.
• We are building an unprecedented customer support platform utilizing AI, where you can experience and acquire new technologies and mechanisms.
• This department has various professionals such as call system engineers, data analysts, and project managers, allowing you to learn a great deal.

Required Experience/Skills

• Experience in implementing and operating AI natural language processing.
• Experience in designing and operating call systems or text response systems.
• Experience in promoting business reform projects.
• Experience in system requirements definition (2 years or more).

Desired Candidate Profile

• Individuals who are self-motivated to learn and constantly adopt the latest technologies.
• Individuals who value teamwork and can collaborate effectively.
• Individuals who are good at translating business needs into technical solutions.

Desired Experience/Skills

• Proposal, negotiation, and coordination skills.
• Document creation skills.
• Acceptance and suitability for a hybrid work environment (remote and office).
• Willingness to travel to CS bases (Yotsuya, Sapporo, Fukuoka).
• Experience in designing, building, and operating cloud infrastructure using AWS.
• Experience using AWS services (EC2, S3, RDS, Lambda, VPC, IAM, etc.).
• Acquisition of certifications (AWS Certified Solutions Architect, AWS Certified DevOps Engineer, etc.).

PayPay's Ideal Candidate Profile

• Individuals who align with PayPay 5 senses.

Terms and Conditions

Employment Type

• Full-time employee

Work Location

• Hybrid Workstyle (office, home, or satellite office for remote work).
• *You will be required to commute/work remotely according to the rules of your affiliated organization and work instructions.*
• *Use of satellite offices is subject to the rules of your affiliated department.*

Working Hours

• Super flex-time system (no core time).
• Principle: 9:00 AM - 5:45 PM (7 hours 45 minutes actual work + 1 hour break).

Holidays

• Saturdays, Sundays, public holidays, New Year holidays, and other company-designated days.

Leave (Statutory Leave and Company Benefits)

• Annual paid leave (14 days in the first year, prorated by joining month, usable from joining date).
• Personal leave (5 days per year, 3 or 5 days in the first year depending on joining month, a special paid leave system unique to PayPay, usable for illness/injury/hospital visits for yourself/family/pets, etc.).

Salary

• Annual salary system (includes a portion of fixed overtime pay).
• Determined according to company regulations based on experience, skills, performance, and contribution.
• Reviewed once a year.
• Special bonus (incentive) paid once a year based on company performance and individual contribution.
• Overtime work allowance, late-night work allowance available.
• *Regarding salary payment, a portion can be received via PayPay account (supports digital salary payment).*

Benefits

• Social insurance (health insurance, welfare pension, employment insurance, workers' accident compensation insurance).
• Corporate defined contribution pension plan.