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About the Role
Salesforce is seeking individuals passionate about driving customer success through AI and innovation. This role involves supporting customers, gathering feedback, and testing new features to enhance the product experience.
Responsibilities
- Effectively resolve enquiries from Japanese customers via Email and Chat in a considerate, accurate, and timely manner.
- Support customers in Japanese, occasionally provide support to customers in Korea, and manage internal communications in English.
- Compose thoughtful, personalized responses for a variety of customer requests.
- Triage incoming requests and spot trends in customer issues to flag for the wider team.
- Identify, reproduce, and document bugs for engineering teams.
- Collaborate with product development and QA teams to test new features and bug fixes.
- Surface meaningful customer feedback to product teams.
- Make active contributions to help achieve team goals and successes.
- Contribute to the ongoing learning and success of the team and company by sharing knowledge through mentorship, collaboration, and aiding in documentation.
Requirements
- Fluency in Japanese (speaking, reading, and writing) is preferred.
- Business-level proficiency in English.
- Previous experience in technical support, desktop support, or a similar role, specifically with customer support for a web-based software.
- Strong knowledge of OAuth, Single Sign On, software development life cycle, and/or network.
- Working knowledge of Windows/Linux/Mac OS and mobile device products and their operating systems.
- Experience in supporting or selling Slack.
- Keen attention to detail and strong problem-solving skills.
- Deep and genuine care for customer support and its role in customer-centric team success.
- Hardworking and eager to embrace the challenge of solving problems with software and soft skills.
- Curiosity about technology and software and how customers use the product.
- Empathy and enjoyment in teaching customers at all levels of technical proficiency.
- Track record of making sound decisions in line with managing time and prioritizing responsibilities.
- Self-awareness and openness to adapting to changing environments.
- Resourceful, flexible, accountability, and perseverance in the face of obstacles.
- Diplomacy, tact, and poise under pressure when working through customer issues.
- Phenomenal team player willing to put others first.
- Follow through on commitments and possess strong, confident, and exacting communication skills, particularly in writing.
- University degree or equivalent professional experience.
Skills
- Japanese (speaking, reading, and writing)
- English (business-level proficiency)
- Technical support
- Desktop support
- Customer support for web-based software
- OAuth
- Single Sign On
- Software development life cycle
- Network
- Windows OS
- Linux OS
- Mac OS
- Mobile device products and operating systems
- Slack support
- Slack sales
- Problem-solving
- Customer support
- Teamwork
- Communication (written)
- Mentorship
- Collaboration
- Documentation
- Korean (business-level proficiency - a plus)
- APIs
- Java
- JavaScript
- Python
- Scripting languages
Location
- Remote
Work Type
- Full-time
Experience Level
- Professional experience
Education Level
- University degree or equivalent professional experience
Benefits
- Benefits and resources support balance and being your best.
- AI agents accelerate impact.
About the Company
- Salesforce is the #1 AI CRM, where humans with agents drive customer success together.
- At Salesforce, ambition meets action, tech meets trust, and innovation is a way of life.
- Salesforce is leading workforce transformation in the agentic era.
- Agentforce is the future of AI.
- At Slack, Customer Experience is essential to success.
- High-profile companies rely on Slack for day-to-day communication.
- The Customer Experience team's top priority is to make customers successful and ensure their experience using Slack is pleasant and productive.
Equal Opportunity
- Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
- Salesforce believes in equality for all and aims to lead the path to equality by creating an inclusive workplace free from discrimination.
- Workplace discrimination is illegal.
- Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
- This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.
- It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.
- Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
- The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.