Job Description

Job Description
Seeking a bilingual Enterprise Customer Support Advocate (Japanese/English) to deliver top-tier technical support to our high-value Enterprise clients.
This full-time role requires evening shift availability (2:00–10:00 PM or 3:00–11:00 PM PT) to provide overlap with our Japan-based team.
You will support both Japanese and English-speaking customers by diagnosing complex issues, escalating appropriately, and delivering high-quality service in both languages.
To Note: Salary range (50,000 - 55,000) is in CAD (Canadian Dollars), with flexibility for candidates with strong bilingual (Japanese/English) skills and relevant technical support experience.*
Responsibilities:
Provide prompt and professional support to Enterprise Standard, Premier, and Strategic accounts, with a primary focus on technical issue resolution.
Support clients across multiple communication channels, including email, chat, and phone.
Troubleshoot complex technical issues, distinguishing between product and non-product related problems.
Handle customer onboarding, configuration, and implementation tasks as needed for large enterprise accounts.
Collaborate with internal teams to identify and report systemic issues, trends, or escalations.
Serve as a backup support resource for our Japan-based customer advocate, covering overlapping business hours.
Respond to both Japanese and English support tickets, ensuring service quality meets enterprise-level standards.
Identify potential upsell opportunities and refer to Customer Success or Account Managers.
Meet or exceed performance metrics including CSAT, QA, solves per hour, adherence, and occupancy.
Complete and return a bilingual take-home assignment as part of the candidate evaluation process.
Requirements:
Fluent/native Japanese language skills (spoken and written), with the ability to conduct professional business conversations.
Professional-level English communication skills.
1–3 years of experience in technical customer support, preferably in a SaaS or enterprise support environment.
Availability to work evening shifts in Pacific Time (2–10 PM or 3–11 PM).
Experience supporting live customer channels (chat, phone, email) in a high-volume environment.
Strong technical troubleshooting and problem-solving abilities.
Experience using ticketing and collaboration platforms such as Zendesk, Jira, Confluence, etc.
Ability to work autonomously with strong attention to detail and follow-through.
Knowledge of social platforms (e.g., Facebook, Twitter, LinkedIn, Instagram) is a plus.
Resilience and adaptability in a dynamic, evolving environment.

Job Tags

Hourly pay, Full time, Afternoon shift,

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