Role Overview
We are seeking a Customer Success Specialist to support our International Markets team, with a primary focus on Japan due to the size, complexity, and strategic importance of that market.
This role is designed as a hands-on, individual contributor position responsible for supporting customers across multiple international markets using our Range product, while acting as a key support partner for the Japan business. Japanese language proficiency is essential to enable direct customer engagement and effective collaboration with internal Japan-based stakeholders.
The role requires a blend of customer success, technical support, and cross-functional collaboration, operating in a fast-paced, global environment.
Key Responsibilities
Customer Success & Support – International Markets
- Provide frontline customer support for international Range customers, with ability to also support the Japan team.
- Communicate directly with customers in Japanese and English via email, phone, and support platforms.
- Support customer onboarding, implementation, and adoption to drive successful outcomes across markets.
- Troubleshoot hardware and software issues related to Range products and guide customers through best practices.
- Escalate and track complex technical issues in partnership with Product and Engineering teams.
- Maintain accurate records of customer interactions, issues, and feedback in CRM and support systems.
Technical & Product Support
- Develop and maintain a strong working knowledge of Range product, including system setup, configuration, and data outputs.
- Support customers with diagnostics, calibration questions, and product usage challenges.
- Assist with product launches, updates, and feature releases across international markets.
- Translate technical information into clear, actionable guidance for customers and internal teams.
- Understand and adapt to market-specific customer needs, cultural nuances, and product use cases across international regions.
Customer Enablement & Education
- Support virtual trainings, webinars, and customer education initiatives across international markets.
- Assist in the creation and localization of customer-facing materials, documentation, and support resources.
- Reinforce product best practices to improve adoption, satisfaction, and retention.
Skills & Qualifications
Required
- Bachelor's degree or equivalent experience
- Min 4 years of experience in Customer Success, Customer Support, Technical Support, Account Management, or a related role
- Japanese language proficiency at JLPT N2 or higher (written and verbal)
- Fluency in English
- Strong customer-facing communication and problem-solving skills
- Comfortable supporting technical products (hardware and software)
- Highly organized, detail-oriented, and able to manage competing priorities
- Ability to work independently within a globally distributed team
- Experience with CRM or support platforms (e.g., Salesforce, Zendesk)
Preferred
- Experience supporting customers across multiple regions or international markets
- Exposure to B2B environments or hardware-enabled products
- Interest in sports technology, golf, baseball, or performance analytics
