Position Overview

As a Customer Support and Customer Success Specialist supporting over 800 client companies, you will provide end-to-end support for our customers’ success—from responding to inquiries and assisting with implementation to fostering adoption and promoting effective use of our solutions.
This is a critical role in which you will identify challenges and requests through daily communication with customers, support continued use and expanded utilization of our products, and feed the insights gained back into product improvements and sales activities. This role goes beyond mere support tasks; you will play a key part in supporting both our customers’ success and our company’s business growth.

Scope of Work

Customer Support Duties
● Responding to customer inquiries via email, chat, and phone (instructions, specification verification, troubleshooting)
● Initial triage of bugs and feature requests, and escalation to the development team
● Creating and improving support content such as FAQs, help pages, and user manuals
● Recording, categorizing, and analyzing trends in inquiries, and building a knowledge base

Customer Success Operations
● Onboarding support for new clients (kickoff meetings, initial setup support, and conducting training sessions/online briefings)
● Monitoring usage patterns and following up with customers whose adoption has stalled
● Providing regular usage reports and making recommendations to increase adoption
● Conducting interviews in preparation for contract renewals, encouraging continued use, and coordinating with sales representatives regarding upselling opportunities
● Compiling customer feedback (requests, challenges, success stories) and providing feedback to the product, sales, and marketing teams
● Assisting with interviews and providing materials for case studies and usage examples

* As a general rule, support is primarily provided online (via email, chat, and web conferencing). Depending on the situation, you may be asked to accompany a sales representative on visits to client sites.

Reporting Line

Report to the Head of the Customer Success Department

Eligibility Requirements

MUST (Required)

● At least one year of professional work experience
● Experience interacting with corporate clients (customer support, customer success, sales administration, inside sales, customer service, etc.—any of these is acceptable)
● Communication skills (both verbal and written) that allow you to understand the other person’s situation and explain things clearly
● Basic computer skills and experience using business chat and web conferencing tools, etc.

WANT (Desired Qualifications)

● Experience in customer success or customer support for SaaS or IT tools
● Practical experience in one of the following industries: construction, real estate, manufacturing, or government agencies
● Experience creating documentation such as manuals and FAQs
● Experience using CRM or customer support tools (e.g., HubSpot, Zendesk, Salesforce)
● Experience using 3D, CAD, or surveying-related tools; qualifications such as Construction Management Engineer or Real Estate Transaction Specialist

Ideal Candidate Profile

● Individuals who share our vision, mission, and values
● Individuals who enjoy open communication and achieving results as a team
● Individuals who take ownership of our clients’ challenges and tackle them with perseverance
● Individuals who can think positively and adapt flexibly even in unprecedented situations
● Individuals with strong self-management skills who can independently create plans, set priorities, and carry out their work
● Individuals who can proactively work on system development and improvement proposals

Employment Status

Contract Employee (Full-Time)
6 months (initial contract) / Generally renewable. The decision to renew the contract will be made based on a comprehensive evaluation of work performance, work attitude, the company’s financial situation, and workload, among other factors.
A system is in place for promotion to permanent employee status based on the employee’s preference and performance evaluation.
9:00 a.m. to 6:00 p.m. (8 hours of actual work / 60-minute break) 5 days a week * Overtime may be required (approximately 10 hours per month on average)

Salary

Hourly wage: 2,000 yen and up (determined based on experience, skills, previous salary, etc.)
Example monthly salary: 320,000 yen (based on 8 actual working hours × 20 working days per month)
Overtime, holiday, and late-night work premiums will be paid in full separately, in accordance with the law.

About Applying

Please include the information listed below and attach the required documents, then send an email to recruit@ natincs.com.

• Email Subject and Body: Desired Position and Your Name
• Required Documents: Resume and Work History (documents that clearly outline your experience and professional achievements)

We will review your application based on the documents you have submitted.
We will notify you of the results within 5 business days.
(We will contact you regardless of whether you are selected or not.)