Customer Support Specialist

Role Details

Location: Remote

Type of Support: Phone, Email

Contract Duration: Full-Time, Permanent

Training Schedule: Open to shifting schedules (subject to business requirements)

Work Schedule: Open to shifting schedules (subject to business requirements)

Expected Start Date: January 29, 2026

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don't just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let's build the future of customer experience together.

Welcome to Crescendo. Welcome to what's next.

The Role

As a Customer Support Specialist (Japanese - Keigo Speaker),you will handle requests, bug reports, and various issues reported by users from the Partner's Platform via tickets, and provide phone support in native, honorific Japanese. You will be the primary point of contact between our existing and potential Students and Instructors in the Japanese market. Additionally, you will be responsible for ensuring the quality of courses uploaded to the Partner's Platform by reviewing them for compliance to customer satisfaction, critical thinking, reading between the lines, and the ability to make quick and accurate decisions.

What You'll Do:

• Provide professional, empathetic, and helpful responses to customer support tickets via email, phone calls and internal tools.
• Master the product you support, learning all its nuances and keeping up-to-date with the latest updates and support policies.
• Troubleshoot technical issues reported by Students and Instructors and offer solutions or workarounds.
• Work on special short-term projects required and requested by the hiring client

What We Expect From You:

• 1+ years of experience in customer support for Japanese businesses.
• Excellent (near-native) written English
• Knowledge and experience in using Honorific Japanese (Keigo)
• Amazing customer service skills
• Proactive attitude and the willingness to take the initiative without being asked to
• Strong attention to detail
• Ability to quick communicate through accurate and timely typing
• Handle difficult conversations and challenging situations
• Ability to work without micromanagement
• Strong reading comprehension and problem-solving skills
• Strong technical proficiency with the web, computers, and smartphones
• Flexibility with schedules and days off
• Ability to provide workarounds when a solution is not clear to the customer
  
  Experience providing email and phone support to Japanese customers, along with familiarity with CRMs (e.g., Zendesk) and bug-tracking tools (e.g., JIRA) is a plus.

What You'll Get In Return:

• Remote working arrangements
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options
• Competitive retirement benefits
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities
• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They're the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what's next.
• Take ownership: Bold choices with integrity at the core—that's how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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