Bilingual Customer Support Specialist - Japanese (Keigo) and English

Role Details

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

The Role

We are seeking a Bilingual Customer Support Specialist with strong proficiency in Japanese, including formal and business-level communication (Keigo). As a Bilingual Japanese (Keigo) Customer Support Specialist, you will handle requests, bug reports, and various issues reported by our users from our online learning platform via tickets and provide phone support in native, honorific Japanese. You will be the primary contact between our existing and potential students and instructors in the Japanese market. Additionally, you will be responsible for ensuring the quality of courses uploaded to the platform by reviewing them for compliance with policies and quality criteria. We are interested in hiring individuals with a commitment to customer satisfaction, critical thinking, reading between the lines, and the ability to make quick and accurate decisions.

What You’ll Do:

• Provide professional, empathetic, and helpful responses to customer support tickets via email, phone calls and internal tools
• Master the product you support, learning all its nuances and keeping up-to-date with the latest updates and support policies 
• Troubleshoot technical issues reported by students and instructors and offer solutions or workarounds
• Work on special short-term projects required and requested by hiring client

What We Expect From You:

• 1+ years of experience in customer support for Japanese Businesses
• Advanced (C2) English Level; written and spoken
• Knowledge and experience in using Honorific Japanese (Keigo)
• Amazing customer service skills
• Proactive attitude and willingness to take initiative without being asked to
• Ability to quickly communicate through accurate and timely typing
• Strong attention to detail
• Ability to work with minimal supervision
• Ability to handle difficult conversations and challenging situations
• Strong reading comprehension and problem solving skills
• Strong technical proficieny with web, computers and smartphones
• Flexibility with schedules and day offs
• Ability to provide workarounds when a solution is not clear to a customer

• Background providing customer service via email and phone support for the Japanese customer base
• Experience using CRMs like Zendesk
• Experience using bug ticketing platforms like Jira

What You’ll Get In Return:

• Full-time with the potential for overtime if requested and approved.
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].