Customer Support Associate

Location: Tokyo, Japan. Full-time role following the Japan calendar and including rotating shifts, including Saturdays.

Company

hirify.global provides technology, products, and solutions for the travel industry.

What you will do

• Provide first-level support for hirify.global products and solutions by phone, email, My hirify.global Services, and other support channels.
• Log and maintain support cases, ensure complete diagnostic information, and deliver resolutions within agreed service levels.
• Perform structured troubleshooting and root-cause analysis, identify outages, and escalate unresolved or major incidents while retaining ownership through closure.
• Advise customers on product usage, apply workarounds and solutions, and support product adoption.
• Conduct virtual customer visits, validate new functionalities and configuration changes, and support customer settings modifications.
• Communicate service-quality issues to operations managers, senior management, and stakeholders.

Requirements

• Native Japanese proficiency and conversational English or above.
• University degree or equivalent.
• 3–5 years of professional experience.
• Experience in customer support and/or service roles, including training, purchasing, functional, or technical roles.
• Travel-industry knowledge and business expertise.
• Strong problem-solving, analytical, and statistical skills with high attention to detail.
• Customer-focused mindset, ability to understand commercial impact, proactive approach, adaptability, ability to work with minimal supervision, and ability to influence and collaborate.
• MS Office suite skills, including Excel, Word, and PowerPoint, plus understanding of computer systems and technical terminology.
• Must hold valid work authorization where applicable.
• Ability to participate in a rotating shift schedule, including Saturdays.

Nice to have

• Experience in the airline or travel industry.
• Experience with GDS operations, reservations, fares, or ticketing.
• Understanding of the hirify.global Solutions and Services portfolio.
• Understanding of the Japan travel industry, including agency operations, distribution structure, and workflow expectations.
• Knowledge of networks or statistical and BI tools.
• Experience working in a global company.

Culture & Benefits

• Global work environment focused on travel technology and customer impact.
• Learning opportunities through on-the-job training, formal activities, and daily collaboration.
• Caring environment supporting professional growth and personal well-being.
• Compensation package including salary, bonus, caregiving, and health benefits.
• Flexible working model, diverse and inclusive community, and commitment to fair treatment.