Japanese Customer Support Advisor (Remote)

Squarespace; New York (NY); Remote; USD 45,000 - 60,000; Full time

Job summary

A leading company in web development, Squarespace is seeking a Customer Support Advisor to enhance customer experiences. This full-time remote role requires bilingual fluency in English and Japanese, with responsibilities including answering queries and guiding users through website setup. Ideal candidates will have at least one year of customer-facing experience and strong communication skills.

Qualifications

• At least 1 year of customer-facing experience in retail, hospitality, or online support.
• Bilingual fluency in English and Keigo-style Japanese.
• Strong written communication skills, attention to spelling and grammar.

Responsibilities

• Answer customer queries via live chat and email requests.
• Guide customers through website setup, content addition, and design options.
• Meet targets for Quality, Productivity, and Customer Satisfaction.

Skills

Communication

Customer Service

Problem Solving

Job description

At Squarespace, Customer Operations empowers users to give voice to their ideas and make it easy for them when they need help. Our team operates 24/7 with about 400 people across New York, Dublin, Portland, and a remote workforce. Customer Support Advisors work daily with our customers to ensure they achieve success with our products. In this role, you will leverage your product knowledge and support experience to create customer experiences that resolve issues and advocate for our brand.

This is a full-time remote role based in New South Wales, Australia. It reports to a Customer Operations Team Lead also based in New South Wales. You must be available to start in August 2024 and be fluent in spoken and written English and Japanese (Keigo).

You'll Get To...

• Answer customer queries via live chat and email requests.
• Spend approximately 90% of your time on queue-based, typing work.
• Use live chat as the primary support channel.
• Guide customers through website setup, content addition, and design options.
• Meet targets for Quality, Productivity, and Customer Satisfaction across email and live chat.
• Learn about new product features and updates.
• Identify and escalate isolated customer issues.

Who We're Looking For

• Open availability to work a 38-hour week, including weekends and holidays.
• At least 1 year of customer-facing experience in roles such as retail, hospitality, or online support.
• Bilingual fluency in English and Keigo-style Japanese, with confidence supporting in both languages.
• Strong written communication skills, with attention to spelling and grammar.
• Ability to decode conversations, identify causes, and align on end goals.
• Ability to prioritize multiple requests effectively.
• Familiarity with the Squarespace platform.
• Reliable WiFi and a distraction-free personal workspace.