English Customer Success SaaS
Job Summary
This position involves providing customer success support for a foreign-owned SaaS payment platform targeting corporate users in Japan. You will act as a bridge between English internal documentation and Japanese-speaking clients, requiring strong communication skills to solve complex user issues. The role focuses on enhancing product usability and satisfaction within a diverse, international team environment.
Responsibilities
- Provide technical and functional support to corporate SaaS users
- Resolve complex issues by investigating user data and system behavior
- Translate and communicate technical documentation between English and Japanese
- Proactively identify and address user pain points to increase satisfaction
Required Skills
- Near-native Japanese (JLPT N1)
- Business English (TOEIC 700+)
- Corporate Customer Support experience
- Data analysis and IT proficiency
- Strong problem-solving and communication skills
Job Details
Job Description
This is a Customer Success position focused on users in Japan who utilize a foreign-owned SaaS product. Due to the nature of the product, internal documentation and systems are entirely in English. Therefore, you will be responsible for communicating with users in Japanese, requiring you to switch between languages, including translating from English to Japanese. This team's client develops a payment service designed for global use. This position involves supporting users to make the feature-rich product even easier to use, working to solve problems while aiming for customer satisfaction.
Key Responsibilities:
- Providing support to corporate users after SaaS implementation (combination of email & chat, email & call).
- Not just answering FAQs, but identifying the essence of the problem and providing optimal solutions.
- Continuing to interact with users, conducting research independently until the problem is completely resolved.
Cases Handled:
- How to use the dashboard, where sales management and other information can be viewed.
- Handling account information in accordance with security requirements (user business information, registered representative, etc.).
- Investigating and verifying situations that occur during payment errors.
Professional Growth:
- "World-Class SaaS Skills": Learn and apply cutting-edge cloud products in practice.
- "Developing Proposal Skills": Researching user usage and identifying accurate information to solve problems.
- "Rapid Growth": Develop the ability to adapt to change in the ever-evolving Fintech industry.
Working Hours:
- 9:00 AM - 6:00 PM (Overtime is approximately 10-20 hours per month).
- 5-day shift work week (2 days off per week, including weekends and holidays).
Job Requirements:
- Experience in sales, marketing, or corporate customer support in Japan (at least one year).
- Near-native Japanese proficiency.
- Business-level English (TOEIC 700 or higher).
- IT Literacy (Excel, PowerPoint, Word) and data analysis/numerical management skills.
- Team management or training experience is a plus.
Benefits:
- Complete social insurance.
- Commuting allowance up to 30,000 yen/month.
- Language learning and qualification acquisition subsidies.
- Employee stock ownership plan.
- Over 120 days of annual leave.