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About the Role

The Customer Operations Analyst will serve as a frontline resource for enterprise Japanese clients, managing support tickets, troubleshooting platform issues, and ensuring a seamless experience for requesters and suppliers. Reporting to the Customer Support Lead, this role focuses on delivering high-quality support within a collaborative team environment.

Responsibilities

• Manage and respond to incoming customer support tickets in Salesforce with quality and timeliness.
• Manage Japanese concierge requests by identifying and recommending appropriate CROs for outsourced projects.
• Troubleshoot and resolve customer issues, escalating complex cases as needed.
• Serve as a customer-centric point of contact for requesters and suppliers, focusing on Japanese enterprise customers.
• Onboard new Japanese-speaking users through continuous training and support.
• Document all customer interactions and resolutions in Salesforce and other systems.
• Identify recurring issues and trends to inform process improvements.
• Collaborate with Product and Engineering teams to resolve technical issues and represent the Voice of the Customer.
• Maintain and improve internal knowledge base resources and support documentation.
• Meet or exceed team KPIs including ticket response time, resolution time, and CSAT.

Requirements

• Japanese fluency (written and verbal).
• 1–3 years of experience in a customer support, technical support, or customer-facing role.
• BS degree, preferably in a scientific discipline.
• Experience with a ticketing system.
• Strong written and verbal communication skills in English and Japanese.
• Ability to manage multiple open tickets simultaneously with attention to detail.
• Ability to work independently in a fully remote environment during PST business hours.
• Ability to explain complex topics to non-technical audiences.
• Analytical mindset with an ability to identify inefficiencies and suggest solutions.
• Willingness to travel 1–2 times per year.

Skills

• Salesforce
• JIRA
• AI tools (Claude AI)
• Biopharma operations
• Drug discovery
• R&D outsourcing

Location

• Remote

Work Type

• Full-time
• Remote

Experience Level

• 1–3 years

Education Level

• BS degree

Salary/Compensations

• $65,000–$80,000

Benefits

• Incentive compensation
• Health benefits
• Dental benefits
• Vision benefits