Customer Experience Specialist - Japan
Please note that you need to be able to work in Japan's standard time zone and speak native-level Japanese to be successful in this role. But you do not need to reside in Japan. Fluency in spoken and written English is highly preferred to coordinate with the Global Operations Team.
About Remo:
Remo is an innovative virtual platform that is redefining human interaction online. Remo provides individuals the ability to create memorable virtual events that rival in-person gatherings through free-flowing networking and highly interactive presentations and speaker panels.
Learn more about us at www.remo.co (Japanese website: https://jp.remo.co) .
We are looking for amazing individuals to join Remo’s Japan team to help fuel our next level of growth.
Role and Responsibilities:
Demonstrate proficiency across all customer support tasks (support tickets, inquiries, chat support etc.)
Ensure that support requests from users/customers are handled speedily and professionally
Ensure that support materials for users are fully and effectively prepared (localized) for Japanese users/customers
Plan and execute customer training and onboarding programs under the guidance and supervision of the Remo Global team
Identify and manage account expansion opportunities by ensuring adoption and widespread usage of Remo within the company’s existing customer base
Responsible for payment and invoicing processes involving existing customers
Responsible for communications with existing customers regarding their contracts
Work cross-functionally and collaboratively with internal stakeholders (product, data, sales, marketing, finance department etc.)
Collaborate with internal teams on sales/marketing initiatives involving existing customers
Responsible for sharing with the company feedback and requests obtained from users/customers through designated internal communication channels in a timely manner
Be part of sales demos and assist the sales manager in answering product questions
Other tasks and responsibilities to be assigned by a manager
3+ years’ experience in Customer Support and Account Management, ideally at fast-growing global startups within the IT industry (SaaS for enterprise)
Strong sense of professionalism and responsibility
Exceptional problem-solving skills
Exceptional communication and interpersonal skills
Excel at creating and maintaining trust and good relationships with customers
Excel at explaining technical matters in easy-to-understand terms to users/customers
Strong ability to understand the needs and goals of users/customers and help them achieve them effectively with a consultative approach
Capable of being an effective communication bridge between users/customers and the company
Highly collaborative and a strong team player with a positive attitude
Experience in creating and executing strategic account expansion plans for top customers
Languages:
Japanese (Native) + English (Business)
What You’ll Get:
Competitive compensation
Full-time remote work
Generous leave policy
Diversity by default
Opportunity to work with the brightest minds inside and outside of your field
This job is closed.