Customer Support Representative | Bilingual–Japanese/English - Remote

Overview

As a Customer Support Representative, you will support clients using our Confirmation products globally, with a focus on clients based in Japan, providing assistance in both English and Japanese.

In Short

• Respond to customer inquiries in English and Japanese via phone and email.
• Document information in our CRM system (Salesforce).
• Handle complex issues and resolve inquiries on the first interaction.
• Filter and escalate cases to other teams when necessary.
• Track resolution progress and keep customers informed.
• Promote the public help centre for self-help support.
• Maintain up-to-date product knowledge.
• Flex working hours to accommodate busy periods.
• Help the team achieve performance metrics.
• Work independently and as part of a team in a fast-paced environment.

Requirements

• Fluent in Japanese and English.
• Minimum 1 year experience in a customer-facing position.
• Experience in customer support via phone, email, or in person.
• Familiarity with Microsoft Office.
• Strong problem-solving and analytical skills.
• Quick learner with a commitment to customer service.
• Ability to work in a dynamic team environment.

Benefits

• Comprehensive benefit plans including flexible vacation and mental health days.
• Flexible work arrangements including work from anywhere for up to 8 weeks per year.
• Career development and growth opportunities.
• A culture of inclusion and innovation.
• Social impact initiatives and paid volunteer days.