[Hiring] Customer Support Associate @Dotmatics

Role Description

We are looking for a Customer Success Associate to join our Customer Success team in Japan. This role exists to support our Customer Success Lead and ensure our Japanese customers receive consistent, high-quality service at every stage of their journey. The right person for this role is organized, detail-oriented, and takes genuine pride in their work, is a self-starter, and works flexibly with minimal supervision. You will be the steady hand behind order processing, document management, and day-to-day customer engagement to keep things accurate, moving, and well-communicated.

We are in an active period of change as we integrate with our parent company. Systems and processes are evolving. The ability to follow established workflows carefully, ask good questions, and communicate proactively with teammates across time zones is as important as any technical skill.

In this role you will get to:

• Enter and manage order data across internal systems, ensuring accuracy at every step
• Review incoming order emails to verify invoice amounts, expiration dates, serial numbers, and user information, and transfer relevant data into the appropriate systems
• Register serial numbers in the database, process authentication codes, and complete order data as required
• Generate invoices, delivery slips, and registration certificates in PDF format using internal tools
• Save and organize completed documents in Google Drive and prepare them for final review prior to delivery
• Communicate with team members via Slack in a timely and organized manner, following established team protocols
• Serve as a first point of contact for customer inquiries and requests via email and phone

As a secondary focus:

• Build and maintain trusted relationships with customers, ensuring satisfaction with our products and services
• Develop a thorough understanding of our products and offerings in order to provide accurate and helpful information to customers
• Coordinate with internal teams and our offshore team, ensuring clear and timely handoffs

Qualifications

• 3+ years of experience in customer support, customer success, or sales support
• Native or native-level Japanese proficiency (equivalent to N1 or above)
• Proficiency in order data entry
• Comfortable using English for daily operations in a professional environment (written)
• Experience collaborating with offshore or international teams
• Strong IT literacy (familiarity with tools such as Slack, Teams, Zoom, Workday, DocuSign and Zendesk is preferred)

Benefits

• Dynamic, remote-friendly environment
• Collaborative global team
• Opportunities for personal and professional growth