Customer Success Associate

The Plant’s mission is to empower businesses to deliver innovative commerce experiences, expand market opportunities and make them leaders in Japan and beyond. We do this through innovative software solutions that solve complex challenges, delivering value with speed, flexibility, and cost-effectiveness. 

Working at The Plant means being part of a team that fosters a healthy, safe, and positive environment where everyone can grow and succeed. Employees are encouraged to lead themselves and others with a proactive mindset and grow their skills and passion as artisans. Trust, transparency, and integrity are core to our endeavor as we commit to the belief that employee growth drives our clients’ success.

As Customer Success Associate, you will utilize a variety of software tools to communicate with clients and tech teams, reproduce and capture errors, as well as communicate effective solutions in a fast-paced environment. You will be required to run commands, diagnose issues, provide solutions to clients, gather stakeholder information, reproduce issues, and QA updates.

What you will do

• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution
• Investigate, reproduce, and troubleshoot errors
• Clearly communicate and set expectations with key stakeholders
• Serve as the internal and external point of contact on customer escalations
• Ensure that customer issues are resolved within the predetermined SLAs
• Create documentation and troubleshooting guides as well as documentation for internal process
• Deliver timely support to customer queries
• Collect information and document defects for resolution
• Provide feedback to the organization so that common or emerging issues can be addressed before they escalate or become widespread
• Assist in testing and confirmation on releases and builds

What we look for

• Business-level English / Japanese language skills
• Ability to communicate clearly with both internal technical teams and external stakeholders/customers
• Basic familiarity with SQL, HTML, and Scripting for troubleshooting
• Should be a self-driven, motivated, and task-driven individual who can learn fast and operate with minimal support
• Experience with Jira, Salesforce, Zendesk, or other customer support tools
• Ability to create step-by-step user guidance and documentation
• Good comprehension skills - ability to clearly understand and address customer issues appropriately
• Intermediate computer skills, familiarity with Google Suite, web and mobile technologies
• Demonstrates or possesses experience in remote or virtual working culture
• Familiarity with the Administration of Content Management and e-commerce system
• Experience with Knowledge Centered Service methodologies
• History of reliability and proven ability to multitask