Japanese-Bilingual Customer Support Representative, Tier 1

About Dialpad Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time. More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do. Visit dialpad.com to learn more. Being a Dialer At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic. About the team As a member of the Customer Support Team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers may face. Dialpad’s Customer Support team plays an essential role in helping customers via all relevant communication channels. This team collaborates closely globally with higher tier in Customer Support, Engineering, Customer Success, Product and Sales teams to constantly improve the customers experience. Your role You should have a proven track history of excellent customer support. You will also be required to learn and understand our product and services inside and out, which will require a degree of curiosity and technical understanding. Lastly, you should be a very hard worker, professional with how you interact with customers and have a deep care and desire to help users. Responsibilities and Technical Requirements Minimum of 3 years in customer support (additional work experience in a technical field is preferred) Respond to customer inquiries on technical issues related to the Dialpad product via all relevant communication channels Resolve and troubleshoot simple or complex issues relating to customers Speaking to customers to quickly get to the root of their problem Provide timely and accurate customer feedback Manage multiple cases and communication channels at one time (Call center, email, potentially chat) Proficiency in Windows/Mac OS Attention to detail and good problem-solving skills Good written and verbal communication in Japanese (native) and English Handle user inquiries ranging from simple product questions to more complex technical support issues Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution Maintain or exceed our established service levels and productivity standards Passion to learn and work effectively with a variety of multicultural internal teams Respond to on-call and address issues or incidents outside of regular working hours Why Join Dialpad Work at the center of the AI transformation in business communications Build and ship agentic AI products that are redefining how companies operate Join a team where AI amplifies every employee’s impact Competitive salary, comprehensive benefits, and real opportunities for growth We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success. Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply. Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.