Customer Support Specialist

• Provide professional, empathetic, and helpful responses to customer support tickets via email, phone calls and internal tools
• Master the product you support, learning all its nuances and keeping up-to-date with the latest updates and support policies
• Troubleshoot technical issues reported by Students and Instructors and offer solutions or workarounds
• Work on special short-term projects required and requested by the hiring client
• Handle requests, bug reports, and various issues reported by users from the Partner's Platform via tickets, and provide phone support in native, honorific Japanese
• Be the primary point of contact between our existing and potential Students and Instructors in the Japanese market
• Ensure the quality of courses uploaded to the Partner's Platform by reviewing them for compliance to customer satisfaction, critical thinking, reading between the lines, and the ability to make quick and accurate decisions

• 1+ years of experience in customer support for Japanese businesses
• Excellent (near-native) written English
• Knowledge and experience in using Honorific Japanese (Keigo)
• Amazing customer service skills
• Proactive attitude and the willingness to take the initiative without being asked to
• Strong attention to detail
• Ability to quick communicate through accurate and timely typing
• Handle difficult conversations and challenging situations
• Ability to work without micromanagement
• Strong reading comprehension and problem-solving skills
• Strong technical proficiency with the web, computers, and smartphones
• Flexibility with schedules and days off
• Ability to provide workarounds when a solution is not clear to the customer

Experience providing email and phone support to Japanese customers, along with familiarity with CRMs (e.g., Zendesk) and bug-tracking tools (e.g., JIRA) is a plus.

• Remote working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options
• Competitive retirement benefits
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams