Customer Support Specialist

About this Role:

Nulab is a team of fun-spirited innovators dedicated to creating collaboration software for modern teams. Our products are loved by over 4 million users across 190 countries. With headquarters in Fukuoka, Japan, and offices spanning New York City, Amsterdam, Tokyo, and Kyoto, our company is growing quickly.

We are looking for a motivated and professional Customer Support Specialist to give our customers the best support in addressing inquiries, resolving issues, and providing the best information about Nulab’s products and services. This person will play a key role in enhancing customer satisfaction while ensuring a positive experience for all of our users across the globe!

Nulab’s Culture:

We trust all of our Nulabers worldwide and therefore give them the opportunities and support to make a difference. Our culture is all about collaboration and we encourage sharing ideas and knowledge. Whether you’ve been with the company for 3 weeks or 3 years, the best idea will be put forward. Having fun is also a part of our working culture, whether this comes in the form of solving complex challenges, implementing new ideas or during team events!

The day-to-day’s:

• Provide excellent service across multiple channels (email, chat, and review channels)
• Assist with providing online product demonstrations and onboarding trainings
• Properly manage and document all work performed as part of the ticket queue management
• Work closely with the Customer Success and Marketing teams to support our user base
• Gather and share relevant information and insights about customer feedback to internal teams including Success, Product, Marketing and Dev teams
• Create documents and other support content such as Support Articles, Video Content/or similar, that empowers users to serve themselves
• Exercise an in-depth knowledge of Nulab’s ever-evolving products

Skills and Requirements:

• 2-3 years of strong customer service experience (preferably in software/SaaS support, B2B industry, or similar field)
• Excellent writing skills – you have an articulate and conversational writing style
• Experience using Zendesk, Intercom, and/ or similar ticketing systems and customer service platforms
• The ability to work independently whilst being a team player
• Strong interpersonal skills – you’ll be working alongside a team that interacts effectively with others!
• IT-savvy and have a good general understanding of software and online applications
• You are good at spotting opportunities and not afraid to jump on them!
• Strong problem solving skills – troubleshoot any problems and find solutions

Job Perks and Benefits:

• Fully covered health, vision, and dental insurance
• Generous paid vacation
• Flexible work arrangements
• Traditional 401K through Guideline
• Work with a fun, collaborative, and close-knit team (happy hours, team events, etc.)
• Access to thousands of gyms, classes, studios and more, with a discounted membership through Wellhub
• Autonomous and hands-on role with real impact — you’ll be joining Nulab at an exciting time of growth!