Japanese-English Bilingual Customer Support, Account Management & Sales Representative (Remote)

Summary

We are looking for a motivated, customer-focused, and detail-oriented Bilingual Support & Sales Representative - fluent in both Japanese and English - to join our team on a remote, hourly basis. In this role, you'll serve as the primary point of contact for our Japanese-speaking customers while also supporting our global user base as required. You'll help customers with our software products by answering questions, troubleshooting issues, and guiding them to get the most value from our platform.

You'll also play an active role in account management and sales - managing renewal pipelines in HubSpot, nurturing customer relationships, and supporting our sales team with outreach across the Japanese market and beyond. This role is critical to ensuring customer satisfaction and acts as a bridge between our customers and our internal product, engineering, and sales teams.

This is an ongoing, part-time position (10-15 hours per week to begin with) with the potential to grow into a full-time role if required.

Key Responsibilities

Respond to Japanese and English customer inquiries via Zendesk/Hubspot (and various channels) in a timely, professional, and empathetic manner

Troubleshoot basic technical issues, including installation, configuration, and usage of our software

Troubleshoot user account issues and provide administrative support (e.g. processing refunds)

Guide customers through best practices to maximise their success with our product

Escalate complex issues to QA/engineering/product teams when necessary, keeping customers updated throughout

Document customer interactions, common issues, and product feedback

Contribute to the development of support resources (including Japanese-language materials) such as help articles, FAQs, and tutorials

Stay up-to-date with new product features and updates to provide accurate, current support

Identify recurring issues or customer pain points and communicate them to the product team

Attend daily team stand-up meetings (9:30 AM and 11:15 AM AEST/AEDT) and weekly Sales team meeting (9AM or 3PM alternating)

Provide phone/Zoom customer support occasionally

Maintain and update renewal deals in HubSpot

Monitor renewals due in the next 90/60/30 days and create follow-up tasks

Prepare weekly renewal summary reports and flag missing or overdue data

Support sales outreach and account management activities across Japanese and global markets

Qualifications & Skills

Native or near-native Japanese speaker with full professional fluency in English (written and verbal) - this is a strict requirement

Located in Japan or a similar timezone (JST or within ±2 hours) preferred

At least 2 years of experience in customer support, technical support, account management, or a similar role - ideally in a software company

At least 1 year of sales experience

At least 1 year of experience using a CRM

At least 1 year of experience using a support ticketing system

Strong written and verbal communication skills in both languages, with the ability to explain technical concepts clearly to everyday users

Ability to learn on the job and become a product specialist over time

Quick learner, highly adaptable, detail-oriented, and naturally curious

Strong collaborator and team player - not afraid to ask for clarification or help

Able to manage multiple priorities and work effectively under pressure

Comfortable working autonomously in a remote environment

Empathy, patience, and strong problem-solving skills

Able to work within or overlap with 9 AM–5 PM AEST business hours

Have flexibility to work after hours and weekends for ad-hoc/urgent user or sales support requests

Bonus (nice to have, not essential)

Experience using a subscription billing and revenue management platform

Experience troubleshooting across multiple platforms (Windows, macOS, iOS, Android, web)

Quality Assurance or software testing experience

Own a Microsoft Surface with stylus or iPad with Apple Pencil

To apply:

Please answer the screening questions and also ATTACH A VIDEO of yourself, briefly introducing your background and experiences.