Senior Customer Support Agent - Bilingual English/Japanese at Xplor

Your Team And Why You’ll Love it Here: At Xplor, we believe great customer experiences don't happen by accident, they're built by people who genuinely care. As a Senior Customer Service Advisor based in Tokyo, Japan, you'll be at the heart of that, supporting a network of approximately 1,200 gyms across Japan and the broader APAC region as part of our Global Operations team. This isn't a typical support role. You'll work at the intersection of customer experience and technical problem-solving, acting as the trusted connection between our Japanese client's HQ and our UK-based technical team. The work is varied, the relationships are real, and the impact you make will be felt by the businesses and the people you support every single day. What You'll Do: • Own the Customer Experience: Handle inbound support tickets via Zendesk with professionalism and care investigating issues thoroughly and escalating to the UK development team when needed, so clients always feel in safe hands. • Be the Bridge: Manage client communications through the client's HQ ticket routing system, ensuring every interaction is handled with the attention and accuracy it deserves. • Share Learning: You’ll capture learning from queries and issues to help us with our continuous improvement, sharing your experiences with your team. • Keep Things Running Smoothly: Handle overdue balances, manage client communications, and keep our systems updated with precision. • Keep the Numbers Honest: Perform Excel-based billing validations to ensure accuracy in monthly financial reporting. The details matter, and you'll make sure nothing slips through. • Hit Your Targets: Deliver consistently against Xplor's KPIs and SLAs, taking real pride in the difference your work makes for clients day to day.Location: For this position, we offer a hybrid and flexible working model, where you’ll spend 2 days per week in our Tokyo office and the rest is your choice to work in the office or work from home.