ocation: Kuala Lumpur, Malaysia
Employment Type: Full-Time
International Markets Support
Language Requirement: Japanese (JLPT N2 or Above) & English
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.
