Job Description
About Dialpad
Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visit dialpad.com to learn more.
Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.
We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: 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
We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps 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, recognized repeatedly as a certified Great Place to Work, ensures 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 you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply.
Dialpad is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.