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About the Role

The Product Support Associate is responsible for creating a positive service experience for our customers by providing product and website support via phone, live virtual meetings, and/or email for STR customers around the world. This role works cohesively and efficiently with cross-functional partners to ensure customer inquiries are fully resolved within established service-level expectations.

Responsibilities

Maintain strong knowledge of products and services to accurately and efficiently resolve client questions, concerns, and issues.
Seek to fully understand client needs, demonstrate a willingness to help, and deliver comprehensive solutions within established service-level expectations.
Serve as a client-facing point of contact in a fast-paced environment, managing customer inquiries, issues, and escalations with a focus on first-contact resolution and customer satisfaction.
Support customers across multiple asset classes, including hospitality, hostels, short-term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others as needed.
Identify workflow gaps, inefficiencies, and recurring issues, and actively support continuous improvement initiatives that positively impact productivity, quality, and the customer experience.
Support change initiatives by adopting new tools, processes, and workflows while reinforcing best practices.
Accurately document, track, and maintain customer interactions, cases, and account or subscription information using ticketing and case management systems and other internal systems.
Create and maintain accurate customer records and historical documentation to ensure continuity, compliance, and effective follow-up.
Develop strong subject matter knowledge of CoStar + STR Benchmark and other services to educate clients on available solutions and best fit for their needs.
Provide customer training as needed, including product overviews, methodology reviews, and website or platform usage via live virtual meetings.
Support onboarding and knowledge sharing for new team members or clients by reinforcing processes and assisting with tool adoption.
Communicate clearly and effectively with internal and external stakeholders using strong written and verbal communication skills.
Apply problem-solving and critical-thinking skills to assess issues, evaluate options, and determine appropriate resolutions.
Manage multiple cases and priorities simultaneously while maintaining strong attention to detail and organization.
Collaborate cross-functionally to support other departments and achieve shared goals.
Share client feedback, trends, and recurring issues with leadership and recommend actions to improve future outcomes.
Demonstrate accountability and ownership by driving work through resolution with a results-oriented mindset.

Requirements

Bachelor’s degree or equivalent experience
Two or more years of experience in a customer-facing role.
Two or more years of experience using Microsoft Office applications (Excel, Outlook, and Word).
Native level Japanese speaker with fluent (written and verbal) English is essential.
Experience using CRM or case management systems.
Ability to work across multiple systems simultaneously
Strong multitasking and prioritization skills in a fast-paced environment
Ability to manage deadlines and deliver consistent results
Ability to work independently while contributing effectively within a team
Excellent written and verbal communication skills with a strong customer-service mindset
Ability to develop thoughtful solutions to client questions and concerns
Adaptability and flexibility in a high-growth, evolving environment
Ability to analyze data and identify issues or discrepancies.

Skills

Microsoft Office (Excel, Outlook, and Word)
CRM or case management systems
Multitasking
Prioritization
Attention to detail
Organization
Written communication
Verbal communication
Customer service
Problem-solving
Critical-thinking
Data analysis

Location

Tokyo

Work Type

Full-time

Experience Level

Two or more years of experience in a customer-facing role
Two or more years of experience using Microsoft Office applications

Education Level

Bachelor’s degree or equivalent experience

Benefits

Extra days of annual leave
Leadership development programs
LinkedIn Learning
Perkbox discounts

About the Company

CoStar Group is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.
Included in the S&P 500 Index, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
STR is the global leader in hospitality data benchmarking, analytics and marketplace insights for the global hospitality industry.
STR delivers data that is confidential, accurate and actionable to empower our clients to strategize and compete in their markets.

Equal Opportunity

CoStar, we recognise the positive value of diversity and promote equality.
We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds including but not limited to; people of all genders, of all ages, sexual orientations, ethnicities, nationalities, religions and beliefs.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing