Ahrefs - Japanese Speaking Customer Success & Support Specialist
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Requirements
• 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) • 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. • What Success Looks Like
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. • Proactively identify opportunities to improve the customer experience and contribute to internal knowledge sharing. • You're efficiently handling a full queue of customer inquiries in both Japanese and English, consistently maintaining high customer satisfaction ratings (e.g., above 90% CSAT). • You've effectively contributed to our internal knowledge base, either by documenting common solutions oridentifying gaps in existing support materials. • You're confidently troubleshooting a wide range of issues and accurately escalating specific problems to the right internal teams without constant supervision. • You've become a reliable and valued member of the Customer Success team, participating actively in internal discussions and knowledge sharing. • You're a recognised product expert, capable of handling virtually any customer query independently and efficiently. • Your insights from both Japanese and global customers have directly contributed to actionable feedback for product improvements or process optimisations. • You've taken initiative to improve a specific support process or piece of documentation, demonstrating ownership and a drive to make things better. • You consistently maintain excellent communication habits, clear ticket resolution, and strong performance metrics across satisfaction, efficiency, and quality.
Benefits
• We're a lean, multinational startup building an all-in-one SEO toolset that helps people grow their search traffic. We're profitable, proudly bootstrapped, and believe in making decisions, not waiting for permission. If you can make a decision and you don't think it's going to get you fired, just do it. We value simple solutions, technical excellence, and iteration: first make it run, then right, then better. You'll have autonomy to get things done, a direct impact on our product and users, and the chance to work with a global team that prioritises async communication and results over process. • Ahrefs does not engage with agencies or third party recruitment solutions for the roles we hire for. If at any point we need help, we'll let you know!
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