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Mid LevelFull-timeAIAPI
Salary Range
$28,050 - $37,950 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Specialist to join our team at Asana in Tokyo. This role involves helping customers find clarity in their work and achieve results with our platform. You will be an expert in Asana’s platform, providing consultative support and troubleshooting complex issues.
Key Responsibilities
- →Become an expert in Asana’s platform, staying up-to-date on new features and best practices
- →Deliver high-quality, efficient support across a wide range of product areas
- →Own support cases end-to-end, ensuring timely follow-up, clear communication, and full resolution
- →Troubleshoot and resolve common SaaS issues, including authentication and workflow troubleshooting
- →Act as a key liaison between the product team and customers, sharing feedback and contributing to knowledge content
- →Update and maintain the internal knowledge base with insights from customer engagements
- →Provide assistance to colleagues in Customer Support
- →Meet team standards for response time, customer satisfaction score, and number of cases resolved
Requirements
- ✓3-6 years of customer support experience, preferably in the SaaS industry
- ✓Live channel experience (video, phone) preferred
- ✓Natural troubleshooting skills and strong technical aptitude
- ✓Excellent written and verbal communication skills in Japanese
- ✓Impeccable customer skills: communication, empathy, integrity
- ✓Proficiency with Asana (or other work management platforms)
- ✓Experience in technical support, especially API & integrations and workflow troubleshooting is a plus
- ✓Demonstrates curiosity about AI tools and emerging technologies
