Why This Job is Featured on The SaaS Jobs
In SaaS, Tier 1 support sits at the intersection of product adoption and retention, and this role reflects that reality. Working on a communications platform like Dialpad means handling issues that can affect day to day business operations, where reliability, account configuration, and user workflows matter as much as quick responses. The Manila based, on site setup also signals an environment built around real time coverage across multiple customer channels.
For a SaaS career, this kind of position builds durable fundamentals: structured troubleshooting, translating customer symptoms into actionable signals, and learning how tickets become escalations, bug reports, and ultimately product fixes. Regular collaboration with Engineering, Product, Customer Success, and Sales provides visibility into how SaaS companies close the loop between feedback and roadmap, and how support quality influences customer outcomes at scale.
This role tends to suit professionals who enjoy investigative problem solving, clear written communication, and disciplined case management across phone and digital queues. It is a strong match for someone who wants to deepen technical fluency while operating in customer facing workflows, particularly in bilingual contexts where precision and tone in Japanese and English are part of the craft.
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
