Customer Support Specialist

Position overview

In the SaaS business, customer support is critically important in assisting–and ultimately retaining–our valued customers. By providing swift and effective support to our users, you will play a central role in reinforcing their trust in us. Another way that customer support helps grow our business is by communicating the needs and challenges of our customers to our product and development teams, who use that feedback to make key improvements to our app.

As the majority of our users are Japanese, you will primarily communicate with them in Japanese–however you will have many opportunities to use English when it comes to internal communication (primarily via Slack) with our development team, many members of which are non-Japanese.

Main responsibilities

• Responding to inquiries from MakeLeaps users by phone/email/chat tools

• investigating issues and escalating tickets to the appropriate department when necessary

• Notify users of system failures, maintenance, etc.

• Coordination with internal and partner company personnel

• Maintaining user knowledge base (online manuals, FAQs, internal support site, etc.)

• Identifying and resolving issues to improve support quality and product capabilities

• Work together with the product side and business side to develop and implement measures to improve functionality

Essential skills & experience

• Ability to quickly grasp the nature of a problem and take user’s point of view into account when devising solutions

• Basic IT skills (touch typing, comfortable with IT tools & applications)

• Ability to organize business requirements and definitions and convert them into internal documentation

• Business-level in Japanese speaking, reading and writing at the absolute minimum; fluency preferred

• Business-level English (TOEIC score of 700 or above)
  

“Nice to have” skills & experience

• Experience in customer support, sales, or other departments that have contact with clients (experience in dealing with corporate clients is welcome)

• Experience working in startups or fast-growing companies

• Experience working in a SaaS business

Vacations, benefits, perks, etc.

【Vacations & holidays】

• Saturday & Sunday off

• National holidays

• Year-end and new year vacation

• Celebratory/condolence leave

• Sick leave

• Childcare leave

• Birthday day off

【Benefits】

• Full remote work allowed

• Standard social, health insurance

• Complementary annual health checkup

• Commute costs covered (if you decide to come to the office)

【Perks】

• New MacBook Air provided

• Casual dress OK

Application process

Document screening → 1st interview → 2nd interview → final interview → offer