English summary for screening — check the original posting before applying.
Join a team providing "OPTIMA," a SaaS reservation system for Japanese hotels and inns, aiming to increase direct bookings and profitability. This role goes beyond traditional support, focusing on client success and long-term product value.
Must-haves
- 2+ years of practical customer support experience for IT products (SaaS, etc.)
- Communication skills to grasp customer issues and propose solutions
- Experience using IT tools (Google Workspace, chat tools, ticket management tools, etc.)
- Must work onsite during the 3-month probation period
Nice-to-haves
- Experience in operational improvement through inquiry analysis and VOC
- Experience building and operating FAQs, help centers, and knowledge bases
- Experience in promoting operational efficiency and automation of support tasks
- Knowledge or work experience in the accommodation or travel industry
- Comfortable working with generative AI (ChatGPT, Gemini, etc.)
Work style
Hybrid (remote work twice a week after probation), Onsite in Minato-ku, Tokyo during probation. Shift system including weekends and holidays after probation (1-2 times/month).
Other notes
Annual salary: ¥3,500,000 - ¥5,000,000. Includes fixed overtime pay for 30 hours/month. Side jobs allowed. Casual dress code.