Japan Customer Support & Success Specialist

Japan
Full-time

At Slido, we consider our customer success as a core feature of our product experience. We are on a challenging journey to expand to Japan and we are looking for a dedicated person, who will be there for our customers every step of the way. 

As our Customer Success Specialist, you will always look for unique and exciting ways to solve issues with an innovative approach. Our team’s top priority is to make our customers successful & maximise the value they get from using Slido at their meetings & events.

Your role 

  • Provide speedy, high-quality support to our Japanese customers and partners across multiple support platforms (email, chat, phone) 
  • Educate new and existing users on how to get the most out of using Slido
  • Develop strategic plans for each customer & help them achieve their business objectives
  • Be a Slido expert in both in terms of using the product and meeting design
  • Serve as the “voice of the customer” to our product team, continuously share customer insights in a structured way
  • Ensure customer engagement with newsletters, webinars, and events 
  • Increase customer retention by conducting regular check-in calls & quarterly health checks
  • Travel to meet with customers onsite to discover and understand their needs
  • Assist with the renewal process and track accounts to identify churn risks
  • Help our clients with Slido during their key events in Japan
  • Support the localization of Slido webpage, resources, articles and product

Your profile 

  • You have fluent English and Japanese (both written & spoken)
  • You know your way around Japanese culture and work customs
  • You have previous work experience in Customer Support/Customer Success 
  • You are familiar with the SaaS industry (previous experience in a SaaS Tech company/B2B environment is a big plus)
  • Drive for helping others, empathy and passion are your strengths for providing a delightful experience that exceeds our users’ expectations
  • You have great communication skills, but passionate about listening & looking for solutions
  • You are comfortable communicating online & working remotely (we have teams from US through Europe to Australia)
  • Resistant to pressure, able to stay cool and calm in every situation
  • You are analytical and feel comfortable reviewing data-sets, graphs, and charts to make actionable recommendations
  • You are independent and proactive, always willing to roll up your sleeves and tackle something hands-on

 Why join us

  • We are a team of 150+ people who are passionate about what they do and care about each other
  • You have the opportunity to work on things that have a real impact and are being used by thousands of people around the world
  • You will be part of the team who is building a world-class product
  • You have the opportunity to visit top leading conferences in various countries

Monthly salary (gross): base starting from 1200€- 3000€ (145K- 362K ¥) + monthly bonus
* salary will be adjusted based on seniority and location