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. Apply To This Job