Client Support Analyst (APAC)

We are seeking a highly motivated and customer-focused Tier 1 Client Support Analyst based in the APAC region to serve as the first point of contact for our global client base. This role is responsible for managing inbound support requests, resolving common issues, and ensuring a high-quality client experience through timely and professional communication.

The ideal candidate will demonstrate strong problem-solving skills, attention to detail, and the ability to work within defined processes while maintaining a customer-first mindset in a fast-paced, international environment. In addition, we are seeking an analyst who is business-fluent in both Japanese and English.

What You’ll Do:

Client Support & Case Management

• Act as the primary point of contact for incoming client support requests via ticketing systems, email, and chat
• Log, triage, and manage cases in line with defined SLAs and priority frameworks
• Provide timely updates to clients and ensure clear, professional communication at all stages of the case lifecycle
• Resolve standard issues independently using knowledge base articles, SOPs, and internal tools
• Accurately assess case severity and business impact
• Escalate complex or high-impact issues to Tier 2/Engineering teams with complete and structured information
• Ensure proper handover and follow-through on escalated cases
• Follow established Standard Operating Procedures (SOPs) and support workflows
• Maintain high levels of data quality in case documentation
• Contribute to meeting team KPIs including response times, resolution times, backlog management, and CSAT
• Utilize and contribute to internal knowledge base and documentation
• Identify recurring issues and suggest improvements to processes or documentation
• Work closely with Tier 2 Support, Client Teams, Sales, Product and Engineering teams across global regions (EMEA, Americas, APAC)
• Participate in team meetings, training sessions, and knowledge-sharing initiatives

What We’re Looking For:

• 1–3 years’ experience in a customer support or helpdesk role (preferably in a software/technology environment)
• Strong written and verbal communication skills
• Strong written and verbal communication skills in English and Japanese are required to support and communicate effectively with Japanese-speaking clients and stakeholders
• Proficiency in Mandarin Chinese would be an advantage to support business activities and client interactions across the Greater China region
• Excellent problem-solving and analytical abilities
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• High attention to detail and organizational skills
• Customer-focused mindset with a professional and courteous approach

Extra Credit:

• Experience with ticketing systems (e.g., Salesforce, Zendesk, JIRA Service Management)
• Familiarity with SaaS products or financial/technical platforms
• Exposure to working in a global, multi-time-zone support model
• Basic technical troubleshooting skills (APIs, logs, data validation, etc.)

Key Performance Indicators (KPIs):

• First Response Time (FRT)
• Case Resolution Time (within SLA)
• Customer Satisfaction (CSAT)
• Case Quality & Documentation Accuracy
• Backlog Management

What Success Looks Like:

• Consistently meets or exceeds SLA and CSAT targets
• Demonstrates strong ownership of cases from intake through resolution
• Effectively triages and escalates issues with minimal rework
• Contributes to continuous improvement of support processes and documentation

Why Join Us:

• Opportunity to be part of a growing Global team supporting a global client base
• Exposure to cutting-edge products and diverse client use cases
• Collaborative team culture with strong focus on learning and development
• Clear career progression path into Tier 2 support, specialized teams, or operations

Where You’ll Work:

This is a hybrid or remote role, open to anywhere in the APAC region with a preference for those within a commutable distance of our Tokyo, Japan, Taipei, Taiwan or Hong Kong offices.

An important note on salary:

The annual pay range for this position is based on the preferred primary location of the role which is listed above. If you are applying to this role at a location that is not the preferred primary location, please keep in mind the salary range will vary and may fall outside of what is listed. Base pay offered may vary depending on job-related knowledge, skills, and experience.

Also note that unsolicited contact from third-party recruiters or agencies will not be considered at this time. We respectfully request no outreach from agencies.