We are looking for someone who is highly self-driven, adaptable, and energized by building. You should be comfortable operating in ambiguity, taking initiative, and bringing structure to a fast-evolving environment.
You will need to communicate with clarity and precision across both English and Japanese, troubleshoot effectively, and take full ownership of issues through to resolution.
Key Responsibilities
- Serve as the primary point of contact for customer support across Japan and international markets
- Respond to and manage inbound support cases across email, phone, chat, and ticketing systems
- Provide support in both English and Japanese, ensuring clarity, accuracy, and professionalism in all interactions
- Troubleshoot hardware, software, and connectivity issues across clients products
- Own customer issues end-to-end, including problem definition, resolution, and high-quality escalation when required
- Prioritize, manage, and close tickets within defined service levels using platforms such as Salesforce and Zendesk
- Collaborate cross-functionally with Engineering, Product, and Sales to resolve issues efficiently
- Route sales-related inquiries to the appropriate team members where relevant
- Identify recurring issues and contribute to reducing support volume through documentation, feedback loops, and process improvements
- Contribute to building and improving support processes, workflows, and internal knowledge bases
Requirements
Requirements
- Bachelor's degree required
- 5+ years of experience in customer support or service, preferably in a technology or consumer product environment
- Native or near-native fluency in both English and Japanese (JLPT N2 level or above - spoken and written). Excellent written and verbal communication skills, with sensitivity to cultural and regional differences.
- Strong problem-solving skills, with the ability to troubleshoot hardware, software, and connectivity issues
- Experience with support platforms such as Zendesk and CRM systems (Salesforce preferred)
- Strong organizational skills and the ability to manage multiple priorities effectively
- Ability to remain composed and professional in high-pressure situations
- Comfortable working independently in a fast-paced and evolving environment
- Strong sense of responsibility, attention to detail, and customer focus
- Willingness to learn and develop a deeper understanding of products and systems
Success Metrics
- Clear, accurate, and professional communication across English and Japanese support channels
- Timely and effective resolution of customer issues
- High customer satisfaction through consistency, responsiveness, and attention to detail
- Ability to manage responsibilities independently while maintaining strong collaboration with internal teams
- Ongoing contributions to improving support processes and documentation
