Customer Support Representative, Tier 1 (AI)

Location: Tokyo, Japan office

Company

hirify.global develops an AI-powered customer experience platform that helps organizations resolve customer problems across voice and digital channels.

What you will do

• Own and manage escalated customer issue reports.
• Partner with Engineering, Product Management, and Support Leadership to resolve complex technical issues and bugs.
• Build deep product expertise and use available resources to investigate customer problems.
• Replicate and document reported issues and workflows, and identify potential workarounds.
• Create troubleshooting resources and provide coaching opportunities for the Support Development team.

Requirements

• At least 6 years of customer support experience.
• Ability to troubleshoot complex technical issues and escalate bug reports.
• Ability to communicate with people with different levels of technical understanding.
• Experience managing multiple cases and communication channels, including email, internal channels, and video meetings.
• Fluent Japanese and English.
• Strong communication skills and willingness to learn the product and teach others.

Culture & Benefits

• Work with AI products for business communications and customer experience.
• Access to AI tools designed to increase employee impact.
• Competitive salary and comprehensive benefits.
• Training programs and opportunities for professional growth.
• Inclusive office environment focused on collaboration and connection.