“Work from Anywhere at Anytime” (WFA) was introduced in September 2020. In this WFA Special series, we offer insights into solving the challenges of working remotely by sharing some practices our colleagues have adopted. You can read the past articles here.
This time, we have Masayo from Okinawa.
Here are some of the highlights and challenges she has encountered since she joined the company using the WFA system, along with some photos she provided of the locale!
CS/CX Planning and Promotion
Masayo joined PayPay in September 2021. She coordinates customer support (CS) responses related to financial services, manages chatbot operations, and handles compliance with laws and regulations. She shares her home with a dog and three cats.
So you moved from Tokyo to Okinawa
Yes, after moving around a bit in Tokyo and experiencing living abroad, including in Thailand, I returned to my hometown in Tokyo. Just as I was considering a job change, I was told that a customer support project was being launched in Okinawa, so I ended up going back to my previous company. That’s when I moved to Okinawa.
How is remote work, honestly?
The elimination of commuting time is a huge plus. I can make the most of the morning hours, such as walking my dog before the start of work when it’s not too hot yet. I also like that I can prepare dinner during my lunch break.
What are some of the challenges of working fully remote?
When I was working in the office, I had the opportunity to talk with many people outside of meetings, and I was able to ask them about projects that I had little involvement with, exchange information, and get new ideas from them. Now that I rarely speak with anyone outside of online meetings, I realize how fortunate we were to have the kind of environment where you can just stumble upon and be exposed to different types of information.
Now that I am working remotely full time, I make a conscious effort not only to contact people via Slack or other means as soon as I have something on my mind, but I also make an effort to talk to the members involved as much as I can.
Can you share something you try to be careful of because you work fully remote?
I have fewer opportunities to speak with customers in person or even get to see their faces, so I’m cautious with the tone of my voice and how I communicate my intentions. I try to ensure my energy is conveyed correctly to the other person, and I try to be very sensitive to the customer’s attitude and not miss their reactions.
In my previous CS work, I’ve learned much about how my voice quality and responses can leave a particular impression on our customers. I’m very mindful of how I communicate because I know that the tone of my voice or the way I convey things in my head can sound very different when said out loud and leave unintended impressions on our customers. I’d like to think that my experience in CS operations is being put to good use (laughs).
Is there anything you would like to share with people who live out of the city and are considering a career change to PayPay?
PayPay is a very fast-paced company, and I am thrilled to be on this roller coaster ride, witnessing the rapidly expanding business.
Aside from being a user myself, one of the most significant factors in my decision to join PayPay was the WFA program. I think it’s fantastic to be able to do what I love without being chained to the office and have the freedom to work with the same team regardless of where I live.
What are your favorite spots in Okinawa?
Around Sunabe Beach: It’s an area with an exotic feel. There are many hamburger joints and other restaurants with an American atmosphere.
Chibana Dog Park: A dog run attached to a U.S. military base. The grounds are vast, the sky is wide, and it feels really nice on a sunny day.
Hyakuna Beach: While pets are prohibited on many beaches, this is a rare place where you can let your dog go into the ocean.
Other great places to visit include a day spa (in Tomigusuku City) where you can take a hot spring bath with an ocean view, and a market (in Ginowan City) where you can get your hands on rare and fresh organic vegetables!
How was “WFA X Life in Okinawa”?
PayPay will always be fully remote. You can move to a different city and fully immerse yourself in the local culture. I hope this article gives you some idea of what it would be like to work at PayPay.
Thanks to: Masayo Tsubouchi / Editor: Kona（ PayPay Inside-Out Editorial Team）/ Translator: Philline / Translation Editor: Justin
*Employees’ affiliations are as of the time of the interview.