Technical Community Support Specialist

United States Digital Space LLC; United States; Remote; USD 42,000 - 68,000; Full time

Job summary

United States Digital Space LLC is seeking a customer operations and support teammate based in Japan to ensure an exceptional user experience across public platforms. You will monitor forums and social channels, provide technical help, and collaborate with design/engineering to resolve complex issues.

The role requires 2+ years in a tech SaaS support setting, excellent written English and Japanese, and comfort in a fast-paced startup culture. Flexibility to cover weekdays is expected.

Qualifications

• 2+ years of experience in a support or community environment for a technical SaaS product.
• Strong written communication skills, with ability to translate complex ideas into accessible language.
• Willingness to listen to customer feedback and respond effectively in public forums or directly with users.
• Agile and adaptive attitude, thriving in a fast-moving startup culture.
• Fluency in English and Japanese, both written and spoken.

Responsibilities

• Monitor our community and social platforms (forum, X, Reddit) and handle escalations.
• Provide outstanding technical support for new and experienced users on community and social platforms.
• Moderate and organize our community forum to keep it healthy and safe for a global audience.
• Improve engagement and create a seamless one-to-many support experience.
• Collaborate with design and engineering to investigate and resolve complex issues.
• Work with Technical Quality Support to report and escalate issues to the appropriate teams.
• Collect and consolidate customer feedback into recommendations for product and research teams.
• Close the feedback loop with users when bugs are resolved and feature requests are implemented.

Skills

2+ years experience

Technical SaaS

Written communication

Public forum engagement

English & Japanese

Job description

United States Digital Space LLC is seeking a customer operations and support teammate based in Japan to ensure an exceptional user experience across public platforms. You will monitor forums and social channels, provide technical help, and collaborate with design/engineering to resolve complex issues.

The role requires 2+ years in a tech SaaS support setting, excellent written English and Japanese, and comfort in a fast-paced startup culture. Flexibility to cover weekdays is expected.