About the Role
You'll join our Customer Support team as a fully-fledged support specialist, assisting both our Japanese-speaking users while also supporting our global customer base. Your strong customer support knowledge and excellent communication skills will help Ahrefs users worldwide get the most out of our tools, turning confusion into clarity for complex SEO and product queries.
Responsibilities
- Handle inbound customer inquiries via live chat and email in both Japanese and English, providing clear, concise, and helpful solutions.
- Effectively explain Ahrefs features and complex SEO concepts to users of varying technical proficiency.
- Troubleshoot user-reported issues, identify potential bugs or data discrepancies, and accurately escalate them to product or engineering teams when necessary, translating technical details as needed.
- Contribute to updating and maintaining our Help Center documentation, including localised content for Japanese users.
- Share customer feedback and insights from both Japanese and global users with product, marketing, and engineering teams to inform improvements and localisation efforts.
- Proactively identify opportunities to improve the customer experience and contribute to internal knowledge sharing.
Requirements
Must have:
- Native-level fluency in written and spoken Japanese and English
- Proven experience using Ahrefs or a similar advanced SEO platform like Moz, Semrush, etc. day-to-day
- Demonstrated ability to troubleshoot technical issues, differentiate between user error and system bugs, and accurately document/escalate problems
- Strong written communication skills, capable of explaining complex technical topics clearly and concisely to diverse audiences in both Japanese and English
- Experience providing customer support via live chat and email
- The ability to work independently within a remote-first, async communication environment, managing your own time effectively
- Role will include occassional weekend coverage (one Saturday or Sunday fortnightly)
Nice to have:
- 2+ years in a customer-facing support or success role, ideally for a SaaS product.
- Basic understanding of web technologies (HTML, CSS, JavaScript) good enough to quickly spot potential website issues.
- Familiarity with tools like Intercom and Slack.
- A good grasp of common SEO challenges and strategies within the Japanese market.
