Why This Job is Featured on The SaaS Jobs
Tier 1 customer support remains one of the clearest entry points into how SaaS products succeed or fail in real-world usage, and this role sits directly on that interface. With Dialpad operating a communication product where reliability and workflow impact are central, frontline support becomes a practical lens on product behavior, incident patterns, and user expectations across channels. The Japanese-bilingual scope also signals a support function tied to international adoption rather than a single-market operation.
For a SaaS career, the value is in learning how product, engineering, and customer-facing teams coordinate around technical issues and service levels. Handling escalations, documenting feedback, and translating user-reported problems into actionable signals builds a foundation for later paths in Customer Success, Support Operations, QA, or Product. Repeated exposure to troubleshooting across Windows/Mac environments also strengthens the technical fluency that many SaaS roles quietly depend on.
This position tends to suit professionals who like structured problem-solving, clear communication, and case management across multiple queues. It fits someone comfortable switching between customer conversations and internal collaboration, and who wants day-to-day contact with how SaaS customers articulate needs, friction, and outcomes—especially in bilingual, cross-region contexts.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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
