Enterprise Customer Advocate (Japanese/English)

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.