Customer Support (B2C & Operational Improvement)

About Zaiko

Zaiko is a cutting-edge events and ticketing platform that connects fans and creators through innovative live, online streaming, and hybrid experiences. We work with major brands such as Capcom, Lawson, K-Pro, and other industry leaders to bring memorable events to life. As a technology-forward company with a nimble product division, we pride ourselves on rapid feature releases, continuous innovation, and an experimental approach—including integrating AI to accelerate our prototyping process.

Job Overview

We are seeking driven candidates passionate about leveraging cutting-edge technology to enhance customer support experiences. This role involves responding to inquiries from end-users (ticket purchasers) and proactively participating in the creation, maintenance, and optimization of an advanced, modern customer support workflow. Your efforts will directly impact user satisfaction and operational efficiency.

Candidates proficient in English will also have the opportunity to handle international inquiries and collaborate with our engineering team.

Key Responsibilities

• Responding promptly and effectively to inquiries from electronic ticket purchasers via email
• Developing, maintaining, and continuously updating FAQs and support documentation
• Analyzing customer inquiry trends and proactively proposing technology-driven operational improvements
• Reviewing, refining, and optimizing internal support workflows using innovative tools and platforms
• Collaborating cross-functionally with Product, Engineering, Sales, and other teams to ensure seamless customer experiences

Qualifications Required:

• Minimum 2 years of customer support experience
• Excellent Japanese communication skills with a strong emphasis on accuracy and politeness
• A proactive mindset towards implementing operational improvements and modernizing support processes

Preferred:

• Experience managing and enhancing FAQs, manuals, or knowledge bases
• Familiarity with customer support platforms such as Zendesk or Freshdesk
• Comfortable communicating in English (use of translation tools acceptable)
• Enthusiasm for entertainment, music, and technology-driven customer engagement

Employment Terms

• Full-time employee (with probation period)
• Flexible working hours (core hours apply; on-call responsibilities included)
• Transportation allowance (capped)
• Remote work allowance and comprehensive social insurance