Japanese Speaking Customer Success & Support Specialist

<h3>About the Role</h3> <p>You'll join our Customer Support team as a fully-fledged support specialist, assisting both our&nbsp;Japanese-speaking users while also supporting our global customer base. Your strong customer support&nbsp;knowledge and excellent communication skills will help Ahrefs users worldwide get the most out of our tools,&nbsp;turning confusion into clarity for complex SEO and product queries.</p> <h3>Responsibilities</h3> <ul> <li>Handle inbound customer inquiries via live chat and email in both Japanese and English, providing&nbsp;clear, concise, and helpful solutions.</li> <li>Effectively explain Ahrefs features and complex SEO concepts to users of varying technical&nbsp;proficiency.</li> <li>Troubleshoot user-reported issues, identify potential bugs or data discrepancies, and accurately&nbsp;escalate them to product or engineering teams when necessary, translating technical details as&nbsp;needed.</li> <li>Contribute to updating and maintaining our Help Center documentation, including localised content for&nbsp;Japanese users.</li> <li>Share customer feedback and insights from both Japanese and global users with product, marketing,&nbsp;and engineering teams to inform improvements and localisation efforts.</li> <li>Proactively identify opportunities to improve the customer experience and contribute to internal&nbsp;knowledge sharing.</li> </ul> <h3>Requirements</h3> <p><strong>Must have:</strong></p> <ul> <li>Native-level fluency in written and spoken Japanese and English</li> <li>Proven experience using Ahrefs or a similar advanced SEO platform like Moz, Semrush, etc.&nbsp;day-to-day</li> <li>Demonstrated ability to troubleshoot technical issues, differentiate between user error and system&nbsp;bugs, and accurately document/escalate problems</li> <li>Strong written communication skills, capable of explaining complex technical topics clearly and&nbsp;concisely to diverse audiences in both Japanese and English</li> <li>Experience providing customer support via live chat and email</li> <li>The ability to work independently within a remote-first, async communication environment, managing&nbsp;your own time effectively</li> <li>Role will include occassional weekend coverage (one Saturday or Sunday fortnightly)</li> </ul> <p><strong>Nice to have:</strong></p> <ul> <li>2+ years in a customer-facing support or success role, ideally for a SaaS product.</li> <li>Basic understanding of web technologies (HTML, CSS, JavaScript) good enough to quickly spot&nbsp;potential website issues.</li> <li>Familiarity with tools like Intercom and Slack.</li> <li>A go