Why This Job is Featured on The SaaS Jobs
Customer support remains one of the clearest windows into how a SaaS product performs in real customer environments, and this Tier 1 role sits at that intersection. With a focus on Japanese and English communication, it highlights a common SaaS reality: supporting a global user base across multiple channels while handling both product questions and technical issues. The emphasis on learning the product “inside and out” signals day to day proximity to how subscription software is adopted, configured, and relied upon.
Over time, roles like this build SaaS-relevant judgment that transfers well across support, success, and product-adjacent paths. Regular troubleshooting develops a repeatable approach to diagnosis, escalation, and resolution, while collaboration with Engineering, Product, and Sales creates exposure to how SaaS teams translate customer feedback into fixes and improvements. Managing case volume across phone, email, and chat also reinforces operational discipline that matters in scaled support organizations.
This position suits professionals who enjoy structured problem solving and clear written communication, and who take satisfaction in closing loops for customers. It is a strong fit for someone comfortable switching between languages and contexts, and for those who want a support role that stays technical enough to sharpen product understanding without requiring an engineering background.
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
Your role
You should have a proven track record of excellent customer support. You will also be required to learn and understand our products and services inside and out, which will require a degree of curiosity and technical understanding. Lastly, you should be a very hard worker, professional in how you interact with customers, and deeply committed to helping users.
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 on a global scale with higher-tier teams in Customer Support, Engineering, Customer Success, Product, and Sales to continuously improve the customer experience.
Skills you'll bring
- 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.
- Speak to customers to quickly get to the root of their problems.
- 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.
