Japanese (Keigo) Bilingual Customer Support Specialist

Role: Bilingual Customer Support Specialist with strong proficiency in Japanese (including formal and business-level communication in Keigo). Hybrid work arrangement in Cubao or Taguig. Type of Support: Omnichannel (Voice and Non-Voice). Contract: Full Time with scheduling to be determined. Training Schedule: To be Determined. Expected Start Date: September 4, 2025.

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero's outsourcing and human-centered approach with Crescendo's expertise in customer experience and operational excellence, we are redefining the future of CX. We are introducing Augmented AI—a seamless blend of agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. We are a Most Loved Workplace and value authentic, inclusive cultures where people thrive.

• Provide professional, empathetic, and helpful responses to customer support tickets via email, phone, and internal tools
• Master the product, stay up-to-date with updates and support policies
• Troubleshoot technical issues reported by students and instructors and offer solutions or workarounds
• Contribute to special short-term projects as requested by the client

• Handle requests, bug reports, and various issues from users of our online learning platform via tickets and phone support in native, honorific Japanese
• Serve as the primary contact between existing/potential students and instructors in the Japanese market
• Review courses uploaded to the platform for compliance with policies and quality criteria

• 1+ years of experience in customer support for Japanese businesses
• Advanced (C2) English level, written and spoken
• Knowledge and experience using Honorific Japanese (Keigo)
• Excellent customer service skills and a proactive attitude
• Ability to communicate quickly and accurately via typing
• Strong attention to detail and problem-solving skills
• Ability to work with minimal supervision and handle challenging conversations
• Technical proficiency with web, computers, and smartphones
• Flexibility with schedules and days off
• Ability to provide workarounds when a solution is not clear

• Experience providing customer service via email and phone for Japanese customers
• Experience using CRMs like Zendesk
• Experience using bug-tracking platforms like Jira

• Hybrid workplace, depending on partner, role, management, and personal workspace
• Full-time position with potential overtime if requested and approved
• Competitive compensation based on experience
• Benefits including medical, dental, and vision options based on location
• Access to posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and external entities
• 1-on-1 coaching with feedback, mentorship, and cross-functional development opportunities

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations, please contact [email protected].