Customer Support Representative - Japanese speaking

Department: Customer Experience

Locations: Sydney

Job Requisition ID: JR001700

 

About the Team

The Customer Support team’s mission is to help our customers quickly solve their problems, so they can efficiently use Miro to co-create the next big thing. We strive to provide the highest quality of service with a sense of empathy and passion, and exceed our users' expectations by always thinking one step ahead when providing solutions.

With varying degrees of technical expertise, our team members gain and grow skills to deliver enterprise-grade support experience.

The Sydney team plays a major role in Miro's Customer Support organization, assisting users from the whole Asia Pacific region as well as ensuring continuous coverage for our global customers. With 5 different support hubs around the globe, we all work together to play as a team to win the world!

About the Role

This role is open as we grow the team to meet demand in our region, including the Japan market.

At Miro, we’re a diverse team that takes pride in offering our customers a product, experience, and support in their language. You will be working with the global team to expand our support offering while gaining skills in troubleshooting, technical expertise, problem-solving, and effective communication via email, chat and some occasional scheduled calls. We will provide a comprehensive onboarding and enablement program to ensure you have the technical mastery and product expertise to succeed in the role.

Mironeers work in a hybrid model, with 2 days a week in our vibrant CBD hub as our baseline. We would love the person who accepts this role to live in Sydney and participate in hub activities and office culture where possible! However, we are flexible with working from home when needed.

What you’ll do

  • Critically analyze and respond to customer inquiries related to using or administering the Miro products
  • Proactively ensure the stability of Miro’s major functions and systems in seamless collaboration with product and engineering teams
  • Become a Miro expert, using the product daily and acquiring a strong knowledge of our workflows and internal systems
  • Collaborate within the team and cross-functionally to support broader business objectives
  • Lead or participate in projects to improve our support delivery or wider company processes


What you’ll need

  • 1-3 years of experience in a customer-facing, ideally support-related role (SaaS experience is a major plus)
  • Native or JLPT N1-level Japanese (with high proficiency in Keigo) and fluent English.
  • Ability to troubleshoot problems, find answers to customer issues, and articulate complex solutions
  • A proactive mindset with personal accountability for the customer journey
  • A team-player attitude; you enjoy supporting others and contributing to a shared goal

 

What's in it for you

  • Competitive equity package
  • Private health insurance program
  • Salary continuance insurance and Life insurance coverage
  • Free lunches on in-hub days with fully stocked snacks and drinks
  • Wellbeing benefit and WFH equipment allowance
  • Annual learning and development allowance to grow your skills and career
  • Opportunity to work for a globally diverse team

 

 

 
 
 
 

 

About Miro

Miro is a visual workspace for innovation that enables distributed teams of any size to build the next big thing. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Miro, co-headquartered in San Francisco and Amsterdam, serves more than 100M users and 250,000 companies collaborate in the Innovation Workspace. Miro was founded in 2011 and currently has more than 1,600 employees in 13 hubs around the world.

We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you!

Check out more about life at Miro: 

At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences. Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

Miro handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here. 

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At Miro, we're committed to building a diverse and inclusive workplace where everyone can thrive. Your unique perspectives empower us to innovate and drive positive change.

While we're eager to learn more about the rich diversity of our candidates, your privacy is paramount. Participation in this questionnaire is completely optional, and any information you provide will be de-identified and analyzed in aggregate form, ensuring it cannot be used to identify you personally.

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How we hire

  • 01. Recruiter Screen

    A 30-min interview to discuss your relevant skills, perspective on resilience, experience, and what motivates you to join Miro.

  • 02. Hiring Manager

    The hiring manager will meet to discuss your experience and fit for the role by assessing whether you align with the Miro Mindset (Curiosity, Drive, Resilience, Empathy, Cognitive Agility & Accountability). This interview usually takes 90-120 minutes.

  • 03. Skill Assesment

    An interactive presentation to see your skills in action, based around a particular case study or business problem.

  • 04. Meet the Team

    Here you will meet cross-functional stakeholders, and we will ask evidence-based questions to evaluate how well you align with the role and Miro's values and culture.

  • 05. Leadership Round

    Meet a member of the leadership team to discuss Miro’s company values and share your vision for success at Miro. 

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