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| 部署・役職名 | Customer Support Representative |
|---|---|
| 職種 | |
| 業種 | |
| 勤務地 | |
| 仕事内容 |
you will be the voice and face to our Japanese user community. This is not just a support role—it’s a strategic position that represents company's entire user－facing presence in Japan. You’ll be responsible for ensuring exceptional customer experiences while serving as the critical bridge between our users and our product, engineering, marketing, sales, and customer success teams. In this role, you’ll own the complete customer support lifecycle for the Japanese market, driving user satisfaction while uncovering insights that shape our product roadmap and prevent support issues at scale. Key Responsibilities Customer Support Excellence Receive, triage, and respond to all customer inquiries from Japanese users across multiple channels with exceptional quality and timeliness Maintain comprehensive lifecycle ticket tracking and management to ensure no user issue falls through the cracks Consistently deliver high user satisfaction scores through meticulous attention to detail and a customer－first approach Manage and resolve complex technical issues while maintaining clear, empathetic communication in Japanese Establish and maintain support SLAs appropriate for the Japanese market Cross－Functional Collaboration － Product ＆ Engineering Work closely with engineering and product teams to identify patterns in user issues and escalate critical bugs Translate customer feedback and pain points into actionable product improvement opportunities Discover and advocate for product changes that can solve support problems proactively and at scale Participate in product development discussions to represent the voice of Japanese customers Test and validate new features from a customer support perspective before launch Cross－Functional Collaboration － Go－to－Market Teams Partner with the Japan marketing team to ensure messaging addresses actual user needs and questions Support the Japan sales team by providing customer insights and handling pre－sales technical questions Collaborate with customer success on user onboarding, retention strategies, and expansion opportunities Empower all Japan team members with support insights, documentation, and resources they need to serve customers effectively Contribute to knowledge base articles, FAQs, and self－service resources in Japanese Strategic Impact Serve as the central point of contact for all customer－facing activities in Japan Build and refine support processes and workflows optimized for Japanese customer expectations Provide regular reports and insights on support trends, user sentiment, and improvement opportunities Contribute to the development of customer support culture and best practices globally Work closely with Global Lead Support, Olivia, on knowledge sharing and process alignment |
| 労働条件 |
Contract Period （契約期間） Employment Type: Permanent Employee （Seishain / 無期雇用）. Probationary Period: 3 to 6 months. Term of Contract: Indefinite （No fixed term）. Work Location （勤務地） Location: Work from Home. Scope of Change: No change in the work location （Residence）. Note: In－person client meetings or occasional travel to the Tokyo hub may be required depending on client needs. Working Hours （勤務時間） System: Flex－Time System with Core Hours. Core Hours: 11:00 AM – 3:00 PM （Ensures team alignment and client availability）. Standard Working Hours: 8 hours per day. Overtime: Includes Fixed Overtime Pay （Minashi Zangyo） for 45 hours per month. Note: As a Sales Executive, productivity is measured by output and target achievement rather than hours logged. Social Insurance （社会保険） Full Coverage: Health Insurance （健康保険） Welfare Pension Insurance （厚生年金） Employment Insurance （雇用保険） Industrial Accident Compensation Insurance （労災保険） |
| 応募資格 |
【必須（MUST）】 Experience ＆ Expertise5＋ years of hands－on customer support experience at technology companies, preferably in SaaS, AI, or enterprise software Proven track record supporting user bases of 50,000＋ to 100,000＋ users （or larger）, demonstrating ability to manage support at scale Experience working in fast－paced, high－growth technology environments where priorities shift rapidly Deep understanding of support ticketing systems, CRM platforms, and customer success tools Technical aptitude to understand and explain complex software functionality to diverse user audiences Language ＆ Communication Native or near－native fluency in Japanese （written and spoken） Professional business－level English proficiency for collaboration with global teams Exceptional written communication skills with the ability to explain technical concepts clearly Strong verbal communication and active listening skills Technical Skills Comfortable learning and becoming an expert in AI/ML－powered software products Ability to troubleshoot technical issues and work with engineering teams on complex problems Familiarity with modern support tools （Zendesk, Intercom, Salesforce, Slack, etc.） Basic understanding of web technologies, APIs, and common integration patterns |
| リモートワーク | 可 「可」と表示されている場合でも、「在宅に限る」「一定期間のみ」など、条件は求人によって異なります |
| 受動喫煙対策 | 屋内禁煙 |
| 更新日 | 2026/02/26 |
| 求人番号 | 7585191 |
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転職・求人情報の詳細をご覧になる場合は会員登録（無料）が必要です