Technical Support Specialist (Japanese Speaking)

Role PurposeRapsodo is seeking a driven, detail-oriented Customer Support Specialist to support our customers across Japan and international markets, based in our Kuala Lumpur office.You will be the first point of contact for athletes, coaches, and everyday users—owning issues end-to-end and ensuring every customer receives a high-quality, consistent Rapsodo experience across regions.This is not a transactional support role, and this is not a fully built, highly structured environment. We are scaling our international markets at pace, and this role offers the opportunity to play a hands-on part in building and shaping our systems, processes, and customer experience from the ground up.We are looking for someone who is highly self-driven, adaptable, and energized by building. You should be comfortable operating in ambiguity, taking initiative, and bringing structure to a fast-evolving environment.You will need to communicate with clarity and precision across both English and Japanese, troubleshoot effectively, and take full ownership of issues through to resolution.Key ResponsibilitiesServe as the primary point of contact for Japanese-speaking customers in Rapsodo's Japan marketRespond to and manage customer support enquiries through email, phone, chat, and ticketing systemsProvide clear, accurate, and professional technical support in Japanese and EnglishDiagnose, troubleshoot, and resolve hardware, software, and connectivity issues relating to Rapsodo productsManage customer issues from initial enquiry through to resolution, including investigation, follow-up, escalation, and closurePerform technical issue triage and identify the appropriate resolution path for customer casesEscalate complex technical issues to Engineering, Product, or other relevant internal teams with clear case details and supporting informationCoordinate with Engineering, Product, Sales, and Customer Support teams to resolve customer issues efficientlyFollow up with customers on case status, resolution progress, and next stepsRoute sales-related enquiries to the appropriate internal team members where relevantIdentify recurring technical or customer support issues and provide feedback to improve product support, documentation, workflows, and customer experienceContribute to the development and improvement of internal knowledge bases, support processes, and customer service workflows, including documentation and training materials to build capability within the broader Malaysia-based international support teamSupport Japan office operations where Japanese-language customer support, technical coordination, or customer communication is requiredRequirementsBachelor's degree or equivalent qualificationMinimum 5 years of experience in customer support, technical support, or service-related roles, preferably within a technology or consumer product environmentNative-level fluency in Japanese (JLPT N1 level or above - spoken and written), with strong written and verbal communication skills, including the ability to handle nuanced, technical, and business-critical communication without loss of precisionStrong English communication skills to coordinate effectively with internal global teamsStrong technical troubleshooting ability across hardware, software, and connectivity-related issuesExperience using customer support platforms and CRM systems, such as Zendesk, Salesforce, or equivalent systemsStrong problem-solving skills and ability to analyse customer issues clearly and accuratelyAbility to manage multiple customer cases and priorities effectivelyAbility to remain professional and composed when handling urgent, complex, or escalated customer issuesStrong attention to detail, sense of ownership, and customer-focused mindsetAbility to work independently in a fast-paced and evolving environmentWillingness to develop deeper knowledge of Rapsodo products, systems, customer support workflows, and Japan market support requirementsSuccess MetricsClear, accurate, and professional communication across English and Japanese support channelsTimely and effective resolution of customer issuesHigh customer satisfaction through consistency, responsiveness, and attention to detailAbility to manage responsibilities independently while maintaining strong collaboration with internal teamsOngoing contributions to improving support processes and documentationIf you are someone who thrives in building environments, takes pride in solving problems, and wants to play a role in shaping how customer experience is delivered across international markets, we would love to hear from you.