Customer Success Specialist

Rapsodo; Kuala Lumpur; Remote; MYR 60,000 - 80,000; Full time

Job summary

A sports technology company is seeking a Customer Success Specialist to support the Japan market. The ideal candidate will have strong communication skills in Japanese and English, experience in customer support or marketing, and a passion for sports. Responsibilities include customer communication, education initiatives, and cross-functional collaboration. This role is essential for ensuring customer satisfaction and product success.

Qualifications

• 2-4 years of experience in Customer Support, Marketing, or Business.
• JLPT N2 certification or equivalent in Japanese.
• Ability to handle multiple projects and meet deadlines.

Responsibilities

• Respond to customer inquiries via email, phone, and support platforms.
• Assist in onboarding B2B customers, ensuring smooth implementation.
• Support product launches and marketing campaigns.

Skills

Strong written and verbal communication skills in Japanese

Fluency in English

Highly organized with a strong attention to detail

Excellent organizational and time management skills

Self-starter with a strong desire to learn

Education

Bachelor’s degree

Tools

Salesforce

Microsoft Office Suite

Job description

Rapsodo is a sports technology company that uses computer vision and machine learning to help all athletes maximize their performance. Our proprietary technology applications range from helping PGA Tour golfers optimize their launch conditions to allowing professional baseball pitchers to increase the efficiency of their breaking balls. Current partners include Major League Baseball (USA), Nippon Professional Baseball (Japan), Golf Digest (USA), PGA (USA), Japan Golf Association (Japan) and many more.

As Rapsodo continues to grow and expand our business internationally, we are looking for a hands-on, driven, and empathetic Customer Success Specialist with a passion for collaborating and making a difference to join our team. The main focus of the Customer Success Specialist is to support the Customer Success team in Japan while providing secondary support for other markets. The ideal candidate should have strong communication skills, cross-cultural understanding, and problem-solving skills. To succeed in this role, you will also have a commitment to continuous improvement, excellent organization skills, high resiliency and adaptability within a complex and fast-paced environment.

Duties & Responsibilities

Customer Communication & Support for Japan (40%)

• Respond to customer inquiries via email, phone, and support platforms in a timely and professional manner.
• Troubleshoot product issues and guide customers through setup, usage, and best practices.
• Escalate technical issues to the appropriate internal teams and follow up to ensure resolution.
• Maintain detailed records of customer interactions and feedback in CRM (Salesforce) and support systems.

Customer Education & Engagement for Japan (40%)

• Support product education initiatives such as virtual training sessions, webinars, and documentation.
• Support product launches and marketing campaigns with creation of customer-facing materials across different formats.
• Assist in onboarding B2B customers, ensuring smooth implementation and early success milestones.

Cross-Functional Collaboration for Japan and Other Responsibilities (20%)

• Work closely with Sales, Product, and Marketing teams to ensure customer needs are met.
• Provide feedback from customer interactions to inform product improvements and service enhancements.
• Support creation of Golf marketing assets for non-Japan markets
• Participate in monthly Japan office meetings and contribute to team reviews and planning

Qualifications

• Bachelor’s degree
• 2-4 years of experience in Customer Support, Marketing or Business
• Strong written and verbal communication skills in Japanese (minimum JLPT N2 or equivalent)
• Fluency in English
• Highly organized with a strong attention to detail
• Action oriented with the ability to handle multiple projects and meet deadlines
• Excellent organizational and time management skills
• Proficient with Microsoft Office Suite and related software
• Self-starter with a strong desire to learn
• Excellent presentation, verbal and written communication skills
• Passion for sports- Baseball & Golf a plus