Bilingual Customer Support Specialist - Japanese (Keigo) and English
Role DetailsType of Support: Omnichannel (Emails, Chat, Calls), Japanese and EnglishContract Duration: Full TimeTraining Schedule: To be DeterminedWork Schedule: To be DeterminedWork Type and Location: RemoteExpected Start Date: September 11, 2025About UsPartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo. The RoleWe are seeking a Bilingual Customer Support Specialist with strong proficiency in Japanese, including formal and business-level communication (Keigo). As a Bilingual Japanese (Keigo) Customer Support Specialist, you will handle requests, bug reports, and various issues reported by our users from our online learning platform via tickets and provide phone support in native, honorific Japanese. You will be the primary contact between our existing and potential students and instructors in the Japanese market. Additionally, you will be responsible for ensuring the quality of courses uploaded to the platform by reviewing them for compliance with policies and quality criteria. We are interested in hiring individuals with a commitment to customer satisfaction, critical thinking, reading between the lines, and the ability to make quick and accurate decisions. What You’ll Do:Provide professional, empathetic, and helpful responses to customer support tickets via email, phone calls and internal toolsMaster the product you support, learning all its nuances and keeping up-to-date with the latest updates and support policies Troubleshoot technical issues reported by students and instructors and offer solutions or workaroundsWork on special short-term projects required and requested by hiring client What We Expect From You:1+ years of experience in customer support for Japanese BusinessesAdvanced (C2) English Level; written and spokenKnowledge and experience in using Honorific Japanese (Keigo)Amazing customer service skillsProactive attitude and willingness to take initiative without being asked toAbility to quickly communicate through accurate and timely typingStrong attention to detailAbility to work with minimal supervisionAbility to handle difficult conversations and challenging situationsStrong reading comprehension and problem solving skillsStrong technical proficieny with web, computers and smartphonesFlexibility with schedules and day offsAbility to provide workarounds when a solution is not clear to a customerBonus if you have:Background providing customer service via email and phone support for the Japanese customer baseExperience using CRMs like ZendeskExperience using bug ticketing platforms like Jira What You’ll Get In Return:Full-time with the potential for overtime if requested and approved.Competitive compensation based on experienceAttractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homePaid Sabbatical LeaveTraining opportunities provided by PartnerHero and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development Company Culture Is At Our CoreOur core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.Care for others - Cooperate, empathize, and seek opportunities to put each other first.Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to changeManifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.Take ownership - Doing the right thing should come naturally.Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleaguesPartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected]. Apply tot his job Apply To this Job