Job Description:

• Resolve client issues: Respond to client’s product functionality questions and provide technical troubleshooting through email, live chat, and scheduled live video sessions.
• Be a product expert: Learn our platform inside and out to provide clear, effective guidance on product features and functionality.
• Collaborate across teams: Work closely with our engineering and product teams to escalate issues and provide valuable client feedback, driving product improvement.
• Work with cutting-edge tools: Utilize our advanced AI tools and internal knowledge bases to quickly draft responses, summarize tickets, and identify key client issues. You'll be at the forefront of leveraging technology to provide faster, more accurate support.
• Advocate for the client: Identify trends in client feedback and proactively recommend changes that can improve their overall user experience.

Requirements:

• C1 or Advanced - High Japanese and English language proficiency (must have)
• Ability to work APAC weekday hours (9AM-6PM Japan Standard Time) (must have)
• 3+ years in a customer support role at a SaaS or a technology company (must have)
• Bachelor's degree or commensurate combination of education and experience
• A natural self starter with the ability to analyze and troubleshoot in order to resolve problems quickly
• Excellent interpersonal, verbal and written communication skills, with emphasis on phone, email, and online communications
• Demonstrated ability to own cross-functional relationships with internal teams to drive issue resolution for customers
• Familiarity with helpdesk ticketing system; Zendesk experience a plus
• Accounting & Audit knowledge is a plus

Benefits:

• Perks may vary based on eligibility/location