ELSA, Corp 4.0 ★

1. Customer Service (70%) - 1st priority

• B2C and B2B support
• Analyse and troubleshoot technical issues reported from global users
• Research and identify solutions, provide prompt and accurate feedback to customers
• Guide users through a series of actions via phone, email or chat, to ensure that all their problems have been resolved
• Report any unresolved issues to the person in charge of the Product or Engineering team accordingly
• Ensure all issues are properly logged
• Collect user’s feedback, propose initiatives for continuous improvement of the agental support process, and provide useful insights for product development
• Prepare accurate and timely reports regarding customer complaints/ bug reports/ content errors and Take Appropriate Action.

2. Partnership support (15%) - 2nd priority

• Affiliate support
• Partnership support: Handle inquiries and requests from global partners to ensure satisfaction and seamless experience with our product.

3. Operation optimizer (Flexible 15%) - 3rd priority

• Documenting every interaction between customers and support team (FAQs), keep the knowledge base to be updated for both internal and external usage.
• Ad Hoc tasks assigned by manager to balance working capacity

• 1 to 2-year experience in a similar position in startup companies or fast-moving environments.
• Proficient in using common computer/technology applications
• Have a flexible, resilient, and positive can-do attitude, have initiative, and be proactive in problem-solving beyond the call of duty
• Meticulous, excellent organizational skills, customer-oriented with an ability to prioritize important projects and handle high pressure
• Understanding Japanese culture and excellent in written/verbal Japanese communication (N2 or N1 degree)
• Having intermediate level of using English in 4 skills (Read, Write, Speak and Listening)

• Competitive compensation
• Flexible working hour (Mon-Fri 9AM – 6PM), hybrid working
• Up to 16 days Annual leave, 1 Birthday leave, 1 Christmas leave
• Premium health insurance and annual health check-up to keep you in top shape
• Full social insurance
• Free ELSA Premium courses to polish your language skills
• Sponsorship for online or external courses – learn and grow on us!
• Annual company trips and monthly happy hours – work hard, play hard!
• Experience the true spirit of a fast growing and well funded Silicon Valley startup
• Opportunities to grow professionally and play a critical role to shape the next stage of our company's growth
• Opportunity to create an impact on the lives of 1.5 billion language learners around the world