Customer Experience Specialist, SMB
On-site · Tokyo, Tokyo, Japan
Job Summary
Customer Experience Specialist to enhance SMB customer experience through digital onboarding, scalable engagement programs, and cross-functional issue resolution. Responsibilities include responding to inquiries via phone/email/chat, guiding onboarding and platform usage, coordinating with internal teams to resolve issues, supporting digital onboarding programs and automated campaigns, coordinating webinars and training, maintaining help center content, guiding self-service resources, monitoring inquiries to identify trends, surfacing insights to improve products and processes, and collaborating with teams to prevent satisfaction/retention impact. Requires 2+ years in related SaaS/customer support roles, fluent Japanese and strong English, experience across support channels, multi-tasking, comfort with digital engagement and knowledge-base tools, strong documentation skills, problem-solving mindset, adaptability to a fast-paced environment, and alignment with NAVEX values. Hybrid work model noted; starting pay disclosed in JPY. The employee base spans SMB customers, with emphasis on onboarding, adoption, and ongoing education.
Required Qualifications
- 2+ years of experience in Customer Support, Customer Experience, Customer Success, or SaaS service roles
- Fluent in business-level Japanese
- Strong business-level English communication skills
- Experience supporting customers through phone, email, chat, or help desk platforms
- Ability to manage multiple customer inquiries while maintaining a high level of service quality
- Comfort working with digital engagement tools, help center platforms, and knowledge base systems
- Strong attention to detail and ability to document and maintain accurate information
- Problem-solving mindset with the ability to collaborate across teams to resolve customer issues
- Comfort working in a fast-paced environment that supports a high volume of customers
- Culture Agility
- AI Readiness
- NAVEX core values alignment
- Starting pay 12,836,000 JPY with 5% MBO
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