Client Support Specialist, Japanese Bilingual

Optro

. Resolve client issues: Respond to client’s product functionality questions and provide technical troubleshooting through email, live chat, and scheduled live video sessions.

Posted 5/2/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $52,800 - $72,600 per yearWebsite

About the role

Key responsibilities & impact

Resolve client issues: Respond to client’s product functionality questions and provide technical troubleshooting through email, live chat, and scheduled live video sessions.
Be a product expert: Learn our platform inside and out to provide clear, effective guidance on product features and functionality.
Collaborate across teams: Work closely with our engineering and product teams to escalate issues and provide valuable client feedback, driving product improvement.
Work with cutting-edge tools: Utilize our advanced AI tools and internal knowledge bases to quickly draft responses, summarize tickets, and identify key client issues. You'll be at the forefront of leveraging technology to provide faster, more accurate support.
Advocate for the client: Identify trends in client feedback and proactively recommend changes that can improve their overall user experience.

Requirements

What you’ll need

C1 or Advanced - High Japanese and English language proficiency (must have)
Ability to work APAC weekday hours (9AM-6PM Japan Standard Time) (must have)
3+ years in a customer support role at a SaaS or a technology company (must have)
Bachelor's degree or commensurate combination of education and experience
A natural self starter with the ability to analyze and troubleshoot in order to resolve problems quickly
Excellent interpersonal, verbal and written communication skills, with emphasis on phone, email, and online communications
Demonstrated ability to own cross-functional relationships with internal teams to drive issue resolution for customers
Familiarity with helpdesk ticketing system; Zendesk experience a plus
Accounting & Audit knowledge is a plus

Benefits

Comp & perks

Perks may vary based on eligibility/location

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical troubleshootingcustomer supportSaaSproblem analysisissue resolutionhelpdesk ticketing systemZendeskproduct functionalityclient feedback analysisuser experience improvement

Soft Skills

interpersonal skillsverbal communicationwritten communicationself-startercollaborationclient advocacyproactive problem solvingcross-functional relationship managementeffective guidancetrend identification

Certifications

Bachelor's degree