Senior Customer Support Agent (SaaS)

TL;DR

Senior Customer Support Agent (SaaS): Managing technical and billing-related support inquiries for a network of gyms in the APAC region with an accent on bilingual communication and technical troubleshooting. Focus on bridging the gap between local Japanese clients and global technical teams while maintaining high SLAs.

Location: Must be based in or able to work from Tokyo, Japan (Hybrid: 2 days in office per week)

Company

A global provider of cloud-based technology solutions that help small and medium-sized businesses manage operations and payments efficiently.

What you will do

• Manage inbound support tickets via Zendesk and escalate complex technical issues to the global engineering team.
• Serve as the primary liaison between local Japanese clients and international technical departments.
• Perform detailed Excel-based billing validations and ensure accurate financial reporting.
• Capture and document recurring issues to drive continuous system and process improvements.
• Maintain high service standards to meet KPIs and SLAs for a growing network of business clients.
• Collaborate with cross-functional teams to resolve client queries and build long-term trust.

Requirements

• Native-level Japanese and professional English proficiency (C1 level or higher).
• Must be legally authorized to work in Japan; no visa sponsorship provided.
• 2+ years of experience in technical or customer support, ideally within a SaaS environment.
• Strong experience with Zendesk or similar ticketing systems.
• Advanced proficiency in Excel for data validation and billing tasks.
• Strong problem-solving skills with an ability to diagnose system behaviors and document findings clearly.

Culture & Benefits

• Learning and development resources via the Cornerstone platform.
• Flexible work options to balance professional and personal life.
• Supportive global team environment focused on lasting community.
• Opportunity to make a tangible impact on small business owners' success.