Japanese-Bilingual Customer Support Representative, Tier 1

About the role

You are invited to join our team dedicated to delivering high-quality technical support for our AI-powered communication platform. In this capacity, you will serve as a primary point of contact for users, resolving inquiries through a variety of communication channels while working in lockstep with global internal departments. The position demands ownership of the entire customer journey, from initial contact through to resolution and follow-up. You will be responsible for diagnosing issues, providing clear explanations, and ensuring that complex technical concepts are understood by users with varying levels of expertise. Success in this role will be measured by your ability to resolve cases efficiently while maintaining a high standard of service quality. You will work closely with other departments to gather insights that improve the overall product experience for our user base. This is an opportunity to directly influence product perception and customer satisfaction on a global scale. Your daily efforts will contribute to the reliability and reputation of a platform used by teams around the world.

Key facts

What you'll do

• Manage multiple support cases simultaneously across phone, email, and chat channels, ensuring timely responses and consistent follow-through.
• Troubleshoot and resolve a wide range of technical issues, from basic product questions to complex system problems, using structured diagnostic processes.
• Communicate clearly with customers to identify root causes and provide accurate, timely feedback that aligns with technical realities and user expectations.
• Escalate bug reports to engineering teams and track them through to resolution, maintaining detailed records of each interaction and update.
• Maintain established productivity standards and service level agreements, balancing speed with accuracy in all customer interactions.
• Participate in on-call rotations to handle incidents outside of standard business hours, demonstrating reliability and calm under pressure.
• Utilize case management tools to log interactions, update ticket statuses, and ensure that all customer history is accurately preserved for future reference.
• Collaborate with global internal departments such as Engineering, Customer Success, Product, and Sales to share feedback and improve processes.
• Interpret technical documentation and product features to assist customers in understanding functionality and getting the most value from the platform.
• Proactively identify recurring issues and suggest improvements that can reduce ticket volume and enhance the overall user experience.
• Maintain a professional demeanor in all communications, representing the company with empathy, patience, and clarity.
• Continuously refine your knowledge of the AI-powered communication platform to deliver increasingly accurate and effective support over time.

Requirements

• Minimum of 3 years of experience in a customer support role, with a proven track record of handling complex inquiries.
• Native-level proficiency in Japanese and professional fluency in English, both spoken and written, to communicate effectively with a diverse user base.
• Strong technical aptitude and the ability to learn new software products quickly, adapting to evolving tools and workflows.
• Experience working with Windows and Mac OS environments, including navigating system-specific issues and troubleshooting common technical problems.
• Demonstrated ability to solve problems with high attention to detail, ensuring that resolutions are thorough and reduce the likelihood of repeat contacts.
• Professional demeanor and a strong commitment to user success, with a customer-first mindset that prioritizes clarity and satisfaction.
• Capacity to manage multiple priorities in a fast-paced environment, maintaining composure when handling urgent or high-stakes issues.
• Willingness to adhere to established support protocols while also applying creative thinking to resolve unique or challenging cases.

Nice to have

• Previous work experience in a technical field, providing a deeper understanding of the product and its underlying systems.

Practical notes

• This role requires collaboration with global teams including Engineering, Customer Success, Product, and Sales, necessitating strong cross-functional communication skills.
• We encourage candidates to apply even if they do not meet every listed requirement, provided they possess the core traits of being scrappy, curious, optimistic, persistent, and empathetic.