Japanese-Bilingual Customer Support Representative, Tier 1

Dialpad; Manila; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Comprehensive benefits

Growth opportunities

Job summary

Dialpad is hiring for a Customer Support role based in Manila, Philippines. You will resolve technical customer issues across phone, email, and chat while learning our AI-powered platform and products.

The role requires a proven track record in customer support, strong curiosity about products, and professional communication with customers in Japanese and English. You will collaborate with global teams to ensure fast, accurate, and empathetic issue resolution.

Qualifications

• 3+ years in customer support; additional experience in a technical field preferred.
• Respond to customer inquiries on technical issues via all relevant channels.
• Resolve and troubleshoot simple or complex issues relating to customers.
• Speak with customers to quickly get to the root of problems.
• Provide timely and accurate customer feedback.
• Manage multiple cases and channels (call center, email, chat).
• Proficiency in Windows/Mac OS.
• Strong written and verbal communication in Japanese (native) and English.

Responsibilities

• Troubleshoot and resolve customer issues across channels.
• Learn and understand our products and services deeply.
• Collaborate with global teams to improve customer experience.
• Maintain service levels and productivity standards.
• On-call support outside regular hours as needed.

Skills

Customer support experience

Technical troubleshooting

Japanese (native)

English proficiency

Windows/macOS

Multi-channel support

On-call readiness

Tools

Dialpad product

Job description

About Dialpad

Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.

Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T‑Mobile.

Being a Dialer

At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role

You should have a proven track record of excellent customer support. You will also be required to learn and understand our products and services inside and out, which will require a degree of curiosity and technical understanding. Lastly, you should be a very hard worker, professional in how you interact with customers, and deeply committed to helping users.

As a member of the Customer Support Team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers may face.

Dialpad’s Customer Support team plays an essential role in helping customers via all relevant communication channels. This team collaborates closely on a global scale with higher-tier teams in Customer Support, Engineering, Customer Success, Product, and Sales to continuously improve the customer experience.

Skills you'll bring

• Minimum of 3 years in customer support (additional work experience in a technical field is preferred).
• Respond to customer inquiries on technical issues related to the Dialpad product via all relevant communication channels.
• Resolve and troubleshoot simple or complex issues relating to customers.
• Speak to customers to quickly get to the root of their problems.
• Provide timely and accurate customer feedback.
• Manage multiple cases and communication channels at one time (call center, email, potentially chat).
• Proficiency in Windows/Mac OS.
• Attention to detail and good problem-solving skills.
• Good written and verbal communication in Japanese (native) and English.
• Handle user inquiries ranging from simple product questions to more complex technical support issues.
• Troubleshoot customer issues, elevate bug reports, and work to drive issue resolution.
• Maintain or exceed our established service levels and productivity standards.
• Passion to learn and work effectively with a variety of multicultural internal teams.
• Respond to on-call and address issues or incidents outside of regular working hours.

Why Join Dialpad

• Work at the center of the AI transformation in business communications
• Build and ship agentic AI products that are redefining how companies operate
• Join a team where AI amplifies every employee’s impact
• Competitive salary, comprehensive benefits, and real opportunities for growth

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.