Customer Support (Member)

This customer support role helps B2B SaaS customers use the service without problems by resolving issues promptly and providing relevant information. The role handles customer inquiries by email and phone, organizes issues using the customer’s usage situation and background, and supports practical resolution. It also serves as an intermediary between customers and internal teams, including business and development functions.

Responsibilities include identifying signs of stalled usage or possible cancellation and coordinating with Customer Success; working with Customer Success, Sales, CRE and Product to resolve customer issues; creating and improving FAQs and internal knowledge; and using inquiry details and voice-of-customer information to improve support quality and customer experience. The role also feeds customer feedback into product and service improvements and contributes to the efficiency, standardization and quality improvement of support operations.

The position is part of a support function that is reviewing its role and processes. Its scope includes customer retention and success, churn reduction, voice-of-customer use, knowledge improvement and operational improvement in an AI and SaaS product environment. The candidate profile mentions alignment with the company mission and vision, demonstrating its values, teamwork, logical thinking and a strong motivation for self-development.

Required qualifications are practical customer support experience in a B2B SaaS environment; experience supporting corporate customers by email; willingness to communicate with corporate customers by phone and resolve issues by phone when necessary; experience organizing responses after understanding the customer’s situation and background; and experience resolving customer issues in coordination with multiple internal departments.

Preferred experience includes at least three years of customer support in a B2B SaaS company, corporate customer support that includes phone assistance, collaboration with Customer Success, support operations or process improvement using an inquiry management system, use of CRM or SFA tools such as Salesforce, creation or improvement of FAQs, help pages or manuals, process improvement using inquiry data or voice-of-customer information, work informed by customer satisfaction, retention or churn metrics, and involvement in standardizing, streamlining or automating support operations.

The work location is Marunouchi, Chiyoda-ku, Tokyo, near Tokyo Station. Full remote work is available from any location where information security can be maintained, including the employee’s home, except for some roles.

The role is full-time, while the employment terms state that, after discussion, the hire is planned as either a regular employee or a contract employee. Side work is permitted with approval. The selection process is document screening followed by one to three interviews.