Position Overview

We are seeking a Customer Success Specialist to support our growing International Markets business, with a primary focus on Japan. This role is ideal for customer-focused professionals who enjoy solving technical challenges, working in a global environment, and helping customers maximize the value of innovative technology products.

You will play a key role in customer onboarding, technical support, product adoption, and customer education while collaborating closely with Product, Engineering, and regional stakeholders.

Key Responsibilities

Customer Success & Support

Provide frontline support to international customers across multiple markets.
Communicate directly with customers in Japanese and English via phone, email, and support platforms.
Support customer onboarding, implementation, and product adoption initiatives.
Resolve customer inquiries and provide timely solutions to technical and operational issues.
Escalate complex technical issues and coordinate with internal Product and Engineering teams.
Maintain accurate customer records, cases, and feedback within CRM and support systems.

Technical Product Support

Develop strong expertise in company products, including setup, configuration, and troubleshooting.
Assist customers with diagnostics, calibration, and product performance-related inquiries.
Support product launches, updates, and feature rollouts across international markets.
Translate technical concepts into clear and actionable guidance for customers and internal stakeholders.
Understand market-specific customer requirements and cultural nuances across different regions.

Customer Enablement & Education

Conduct virtual training sessions, webinars, and customer education programs.
Assist with the creation and localization of customer-facing documentation and support materials.
Promote best practices to improve customer satisfaction, adoption, and retention.

Requirements

Mandatory Qualifications

Bachelor's Degree or equivalent professional experience.
Minimum 4 years of experience in Customer Success, Customer Support, Technical Support, Account Management, or a related customer-facing role.
Japanese language proficiency (JLPT N2 or above) – written and spoken.
Fluent English communication skills.
Strong customer service, communication, and problem-solving abilities.
Comfortable supporting both hardware and software products.
Highly organized with strong attention to detail.
Ability to work independently in a fast-paced, globally distributed environment.
Experience using CRM or customer support platforms such as Salesforce, Zendesk, or similar tools.

Preferred Qualifications

Experience supporting customers across multiple international markets.
Exposure to B2B technology environments or hardware-enabled products.
Interest in technology products and customer experience management.

Customer Success Specialist – (Japanese Speaking)