Associate Customer Advocate (Japanese Speaking)

Location:Melbourne
Job Type:Full Time
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Job Description

The best Customer Experiences are built with Zendesk. Our powerful platform facilitates customer interactions across phone, chat, email and social media, and is designed to grow and scale so it works for companies of any size - from startup to enterprise.

When our customers have questions about any of our products, they turn to our internal team of Customer Advocates who are wizards at helping them figure out what they need to improve their support operations, fast!

So if you are...

  • a technical support evangelist who is driven to troubleshoot and navigate through multiple product environments
  • a decision-maker, who effortlessly guides customers through key moments of their journey (whichever contact channel they choose)
  • a curious and ambitious learner who can deep-dive into existing or new products to learn them inside-out

… then we believe you’d be a great match! The best-in-class support you will provide through many different channels of communication, both internally and externally is the blueprint for how we do Zendesk, on Zendesk. You’ll quite literally be advocating for our products through the daily work you do, and be part of a unique culture that is contributing to a period of exciting and rapid company growth.

What you get to do every day:

  • Be the first responders for all queries from customers related to Zendesk’s multi-product platform
  • Own the customer experience. You will take the lead to help customers and guide them through to resolution with the least customer effort possible
  • Collaborate with colleagues at all levels throughout the entire organisation to find the answers you need
  • Be Zendesk's ambassador for all internal departments and help them be successful in their roles
  • Drive product change and improvement through continuous feedback and exposure to projects that help make Zendesk the leading support platform

Who you are:

  • A people person, who is comfortable forming relationships with a diverse and global customer base, across a variety of communication channels
  • You can work independently and prioritise your individual workload, whilst recognising when to collaborate and engage with others as the need determines
  • Naturally analytical, with the ability to zoom in or out of a problem and explain complex issues in simple terms
  • A confident communicator who is passionate about elevating the experience for customers and colleagues alike
  • You enjoy working in a fun, friendly culture that focuses on relationships and knows how to celebrate success!

What you bring to the role:

  • Minimum 2 years experience supporting customers via email, live chat and phone, ideally in a software and technical environment
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation where required
  • Deep knowledge of common help desk/ticketing solutions (obviously Zendesk is a plus!)
  • Fluency in Japanese and English language (Written and verbal)

Our Melbourne office now has over 290 staff, having more than doubled over the last two years. We approach work with a calm focus and a sense of humour whilst keeping sane working hours.

Perks include 4 months gender neutral parental leave, corporate hospital cover, Zendesk stock and flexible working hours. Our CBD office comes with fully provisioned fridges and relaxed social spaces. You’ll find board games, table tennis, group coding sessions, public talks, and baked goods are frequent occurrences. Social responsibility is something we're passionate about and regularly volunteer with our community partners with the full support of the company.

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Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.


Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to fosterdiversity & inclusionin the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information.