Responsibilities:

• Handle and resolve end to end sales queries for advertising, signal and measurement products across email and chat channels in Japanese language for non-English speaking customer based in Japan
• Own and drive query resolution through collaboration with internal teams to resolve all types of customer queries
• Conduct planning and scoping calls with internal sales teams to align the scope of work
• Drive customer satisfaction metrics by ensuring service quality through case journey, providing regular updates across touch points
• Adhere to service levels and achieve best in class productivity, impact and resolution times for end customers
• Manage escalations workflows with internal cross functional teams
• Partner with cross-functional teams to educate advertisers on product features and common issue types
• Engage and support new product launches across the advertising platform, act as voice of customer for fixes and advocate for efficient resolution
• Develop as a subject matter expert across assigned product area and mentor fellow team members

Requirements:

• BA/BS degree in Marketing, Business, Information Technology or similar field of study, or equivalent practical experience
• Minimum 3+ years of Technical Customer support or Operations experience
• Experience working in-house or in a Contact Centre/Service program for any Advertising Tech company is a plus
• Fluent with social media products usage and basic understanding of the advertising industry
• Experience in resolving high-volume technical issues
• Business proficiency (written) in Japanese (Min. JLPT N2 or equivalent certifications) to communicate with non-English speaking clients based in Japan via emails and live chats