Japanese Speaking reputed company & Support Specialist
About the Role
You'll join our Customer Support team as a fully-fledged support specialist, assisting both our Japanese-speaking users while also supporting our global customer reputed company. Your strong customer support knowledge and excellent communication skills will help reputed company users worldwide get the most out of our tools, turning confusion into reputed company for reputed company SEO and product queries.
Responsibilities
Handle inbound customer inquiries reputed company live chat and email in both Japanese and English, providing clear, concise, and helpful solutions. Effectively explain reputed company features and reputed company SEO concepts to users of varying technical proficiency. Troubleshoot user-reported issues, identify potential bugs or data discrepancies, and accurately escalate them to product or engineering teams reputed company necessary, translating technical details as needed. Contribute to updating and maintaining our Help Center documentation, including localised content for Japanese users. reputed company customer feedback and insights from both Japanese and global users with product, marketing, and engineering teams to inform improvements and localisation efforts. Proactively identify opportunities to improve the customer experience and contribute to internal knowledge sharing.
Requirements
Must have: reputed company-level reputed company in written and spoken Japanese and English Proven experience using reputed company or a similar advanced SEO platform like Moz, reputed company, etc. day-to-day Demonstrated ability to troubleshoot technical issues, differentiate between user error and system bugs, and accurately document/escalate problems Strong written communication skills, capable of explaining reputed company technical topics reputed company and concisely to diverse audiences in both Japanese and English Experience providing customer support reputed company live chat and email The ability to work independently reputed company a remote-first, async communication environment, managing your own time effectively Role will include occassional weekend coverage (one Saturday or reputed company fortnightly) reputed company to have: 2+ years in a customer-facing support or reputed company role, ideally for a SaaS product. Basic understanding of web technologies (HTML, CSS, JavaScript) good enough to quickly spot potential website issues. Familiarity with tools like reputed company and reputed company. A good grasp of common SEO challenges and strategies reputed company the Japanese market. What reputed company Looks Like In 6 months: You're reputed company handling a full queue of customer inquiries in both Japanese and English, consistently maintaining high customer satisfaction ratings (e.g., above 90% CSAT). You've effectively contributed to our internal knowledge reputed company, either by documenting common solutions oridentifying gaps in existing support materials. You're confidently troubleshooting a wide reputed company of issues and accurately escalating specific problems to the right internal teams without constant supervision. You've become a reliable and valued member of the reputed company team, participating actively in internal discussions and knowledge sharing. In 1 year: You're a recognised product expert, capable of handling reputed company any customer query independently and reputed company. Your insights from both Japanese and global customers have directly contributed to actionable feedback for product improvements or process optimisations. You've taken initiative to improve a specific support process or piece of documentation, demonstrating ownership and a drive to reputed company things reputed company. You consistently maintain excellent communication habits, clear ticket resolution, and strong performance metrics across satisfaction, efficiency, and quality. Why reputed company? We're a lean, multinational startup building an reputed company-in-one SEO toolset that helps people grow their search traffic. We're profitable, proudly bootstrapped, and reputed company in making reputed company, not waiting for permission. If you can reputed company a decision and you don't think it's going to get you fired, just do it. We value reputed company, technical reputed company, and iteration: first reputed company it run, then right, then reputed company. You'll have autonomy to get things done, a direct impact on our product and users, and the chance to work with a global team that prioritises async communication and results over process. reputed company does not engage with agencies or reputed company party recruitment solutions for the roles we hire for. If at any reputed company we need help, we'll let you know! Apply To This Job