Customer Support Specialist

This role supports companies using the PR TIMES press-release distribution service. Daily work includes responding to inquiries by phone, email, and contact form about service usage and press-release distribution. Support is expected to include tailored guidance on how customers can use the service and suggestions for improvement.

The role reviews press releases and company information against PR TIMES distribution standards, contacts customers when revisions are needed, and makes improvement proposals. It also handles operational tasks that support distribution, including sending press-release data to partner media and coordinating data with newspapers and web media.

Additional responsibilities include maintaining FAQs and manuals, reviewing workflows, and improving operations through AI and systems. When new services or features are released, the role learns their specifications and reflects them in customer support and operating procedures. It also helps establish manuals and operating rules so that the team can provide consistent service quality.

The position contributes to support-desk management and quality improvement by planning and running customer study sessions, sharing knowledge with team members, and supporting their development. It also helps manage operations based on inquiry and distribution volumes, adjusts shifts and work allocation according to expected busy periods, and responds to escalations.

The support desk has approximately 20 members, including regular employees, contract employees, dispatched employees, and part-time staff. The wider support-desk department has approximately 50 members, many of whom started without prior experience. New hires receive approximately one month of on-the-job training covering service knowledge, work procedures, and practical tasks. A sample schedule runs from 10:00 to 19:00, with a 60-minute lunch break, although duties vary according to team circumstances. Partial work-from-home is available. The position is based at the company headquarters in Toranomon, Minato, Tokyo.