Technical Support Specialist (Japanese Speaking)

Role Purpose

• Rapsodo is seeking a driven, detail-oriented Customer Support Specialist to support our customers across Japan and international markets, based in our Kuala Lumpur office.
• You will be the first point of contact for athletes, coaches, and everyday users—owning issues end-to-end and ensuring every customer receives a high-quality, consistent Rapsodo experience across regions.
• This is not a transactional support role, and this is not a fully built, highly structured environment. We are scaling our international markets at pace, and this role offers the opportunity to play a hands-on part in building and shaping our systems, processes, and customer experience from the ground up.
• We are looking for someone who is highly self-driven, adaptable, and energized by building. You should be comfortable operating in ambiguity, taking initiative, and bringing structure to a fast-evolving environment.
• You will need to communicate with clarity and precision across both English and Japanese, troubleshoot effectively, and take full ownership of issues through to resolution.

Key Responsibilities

• Serve as the primary point of contact for Japanese-speaking customers in Rapsodo’s Japan market.
• Respond to and manage customer support enquiries through email, phone, chat, and ticketing systems.
• Provide clear, accurate, and professional technical support in Japanese and English.
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues relating to Rapsodo products.
• Manage customer issues from initial enquiry through to resolution, including investigation, follow-up, escalation, and closure.
• Perform technical issue triage and identify the appropriate resolution path for customer cases.
• Escalate complex technical issues to Engineering, Product, or other relevant internal teams with clear case details and supporting information.
• Coordinate with Engineering, Product, Sales, and Customer Support teams to resolve customer issues efficiently.
• Follow up with customers on case status, resolution progress, and next steps.
• Route sales-related enquiries to the appropriate internal team members where relevant.
• Identify recurring technical or customer support issues and provide feedback to improve product support, documentation, workflows, and customer experience.
• Contribute to the development and improvement of internal knowledge bases, support processes, and customer service workflows, including documentation and training materials to build capability within the broader Malaysia-based international support team.
• Support Japan office operations where Japanese-language customer support, technical coordination, or customer communication is required.

Requirements

• Bachelor’s degree or equivalent qualification.
• Minimum 5 years of experience in customer support, technical support, or service-related roles, preferably within a technology or consumer product environment.
• Native-level fluency in Japanese (JLPT N1 level or above - spoken and written), with strong written and verbal communication skills, including the ability to handle nuanced, technical, and business-critical communication without loss of precision.
• Strong English communication skills to coordinate effectively with internal global teams.
• Strong technical troubleshooting ability across hardware, software, and connectivity-related issues.
• Experience using customer support platforms and CRM systems, such as Zendesk, Salesforce, or equivalent systems.
• Strong problem-solving skills and ability to analyse customer issues clearly and accurately.
• Ability to manage multiple customer cases and priorities effectively.
• Ability to remain professional and composed when handling urgent, complex, or escalated customer issues.
• Strong attention to detail, sense of ownership, and customer-focused mindset.
• Ability to work independently in a fast-paced and evolving environment.
• Willingness to develop deeper knowledge of Rapsodo products, systems, customer support workflows, and Japan market support requirements.

Success Metrics

• Clear, accurate, and professional communication across English and Japanese support channels
• Timely and effective resolution of customer issues
• High customer satisfaction through consistency, responsiveness, and attention to detail
• Ability to manage responsibilities independently while maintaining strong collaboration with internal teams
• Ongoing contributions to improving support processes and documentation
• If you are someone who thrives in building environments, takes pride in solving problems, and wants to play a role in shaping how customer experience is delivered across international markets, we would love to hear from you.