Job Description

• Respond to inquiries from Japanese-speaking users through key channels such as in-app chat and email. • Accurately identify issues related to subscriptions, account access, billing, and app features, and provide solutions. • Analyze technical issues and feedback patterns to propose directions for improvement to the engineering and product teams. • Manage key metrics such as CSAT (Customer Satisfaction) and QPI, and maintain consistent support quality. -- • Handle inbound support requests in Japanese via in-app chat, email, and other channels • Diagnose and resolve issues related to subscriptions, account access, billing, and app features • Escalate technical bugs and complex cases to engineering with clear reproduction steps • Maintain consistent quality scores across all user interactions (CSAT, QPI) • Identify patterns in user feedback and share insights with the CX lead and product team • Contribute to the internal Knowledge Base in both Japanese and English • Participate in weekly syncs, QA reviews, and VoC reporting

Qualifications

• At least one year of experience in customer support (CS/CX) or customer-facing roles • Native-level Japanese communication skills (reading, writing, speaking) • Deep understanding of Japanese culture and communication customs • Ability to communicate in English for seamless internal collaboration with global members • High empathy and a user-centric mindset • A proactive attitude capable of solving problems independently while proactively sharing issues when necessary -- • 1+ years of customer support or customer-facing experience • Native-level Japanese communication skills (reading, writing, speaking) • Deep familiarity with Japanese culture and communication norms • Conversational English for internal communication • Strong empathy and a user-first mindset • Self-starter with the ability to independently manage multiple cases and proactively flag issues

Preferred

• Fluency in Korean is a plus. • Experience with support tools such as Intercom or Zendesk is a plus. • Experience supporting mobile apps or SaaS products is a plus. • Familiarity with subscription billing systems or in-app purchase (IAP) flows is a plus. • Active use of AI tools in daily work is a plus. -- • Fluency in Korean • Experience with support tools such as Intercom or Zendesk • Experience supporting a mobile app or SaaS product • Familiarity with subscription billing or in-app purchase flows • Comfortable using AI tools in day-to-day work

Preferred Visas

Benefits

Cover Letter

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