Bilingual Customer Support Specialist - Japanese (Keigo) and English

Role Details

About Us

PartnerHero is now Crescendo — a stronger, bolder force in customer experience.
Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard. We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy.
At Crescendo, we don’t just connect talent with opportunity — we elevate businesses and people worldwide. Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster.
Welcome to Crescendo. Welcome to what’s next.

The Role

We are seeking a Bilingual Customer Support Specialist with strong proficiency in Japanese, including formal and business-level communication (Keigo). As a Bilingual Japanese (Keigo) Customer Support Specialist, you will handle requests, bug reports, and various issues reported by our users from our online learning platform via tickets and provide phone support in native, honorific Japanese. You will be the primary contact between our existing and potential students and instructors in the Japanese market. Additionally, you will be responsible for ensuring the quality of courses uploaded to the platform by reviewing them for compliance with policies and quality criteria. We are interested in hiring individuals with a commitment to customer satisfaction, critical thinking, reading between the lines, and the ability to make quick and accurate decisions.

What You’ll Do:

• Provide professional, empathetic, and helpful responses to customer support tickets via email, phone calls and internal tools
• Master the product you support, learning all its nuances and keeping up-to-date with the latest updates and support policies 
• Troubleshoot technical issues reported by students and instructors and offer solutions or workarounds
• Work on special short-term projects required and requested by hiring client

What We Expect From You:

• 1+ years of experience in customer support for Japanese Businesses
• Advanced (C2) English Level; written and spoken
• Knowledge and experience in using Honorific Japanese (Keigo)
• Amazing customer service skills
• Proactive attitude and willingness to take initiative without being asked to
• Ability to quickly communicate through accurate and timely typing
• Strong attention to detail
• Ability to work with minimal supervision
• Ability to handle difficult conversations and challenging situations
• Strong reading comprehension and problem solving skills
• Strong technical proficieny with web, computers and smartphones
• Flexibility with schedules and day offs
• Ability to provide workarounds when a solution is not clear to a customer

• Background providing customer service via email and phone support for the Japanese customer base
• Experience using CRMs like Zendesk
• Experience using bug ticketing platforms like Jira

What You’ll Get In Return:

• Full-time with the potential for overtime if requested and approved.
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development