Respond to customer inquiries through phone, email, chat, and digital support channels, ensuring a timely and helpful response
Assist customers with questions related to onboarding, platform usage, and general product support
Ensure efficient resolution of issues impacting customer experience by coordinating with internal teams when necessary
Support digital onboarding programs and automated customer engagement campaigns designed to help customers successfully adopt NAVEX solutions
Assist with webinar coordination, customer education sessions, and training initiatives
Maintain and update help centre documentation, tutorials, and knowledge base articles to support customer self-service
Promote and guide customers toward self-service resources that help them quickly resolve common questions
Monitor trends in customer inquiries, support requests, and feedback to identify common challenges across the small-market customer base
Surface recurring issues and insights to internal teams help improve products, processes, and customer resources
Coordinate internally to resolve customer challenges before they impact satisfaction or retention
Gather feedback from small-market customers to inform improvements to product functionality, digital engagement programmes, and customer education resources
Requirements
2+ years of experience in Customer Support, Customer Experience, Customer Success, or SaaS service roles
Fluent in business-level Japanese, with the ability to communicate effectively with local Japanese customers, both verbally and in writing, and to support customers across digital channels
Strong business-level English communication skills, to collaborate effectively with global teams across the broader organization
Experience supporting customers through phone, email, chat, or help desk platforms
Ability to manage multiple customer inquiries while maintaining a high level of service quality
Comfort working with digital engagement tools, help center platforms, and knowledge base systems
Strong attention to detail and ability to document and maintain accurate information
Problem-solving mindset with the ability to collaborate across teams to resolve customer issues
Comfort working in a fast-paced environment supports a high volume of customers
Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
Fuel performance and outcomes. Leverage your job competencies and champion NAVEX's core values
Our side of the deal:
We'll be clear, we'll move fast, and we'll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make-and we commit to doing that every step of the way.
The starting pay for this role is 8,682,000 JPN
Additional Information
At NAVEX, we're transforming the world-making it safer, more ethical, and ensuring every voice is heard. That's real impact.
Our high-performance culture is driven by our values . We move with speed, passion and purpose - as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right.
NAVEX is seeking a Customer Experience Specialist to enhance the experience of our small- and medium-market customers through digital engagement, operational support, and efficient issue resolution.
In this role, you will serve a large base of customers through scalable programs, automation, and self-service resources, helping ensure customers can successfully go onboarding, adopt NAVEX solutions, and access assistance when needed. As the Customer Experience Specialist, you will work as part of a collaborative team supporting approximately 5,000 customers, delivering consistent, efficient engagement without dedicated account management.
You will play an important part in maintaining customer satisfaction, identifying experience trends, and ensuring our SMB customers realize value from their NAVEX solutions.
You'll thrive in this hybrid role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what's next!
What you'll get:
Meaningful Purpose. Your work helps organizations operate with integrity and protect their people-at a scale few companies can match.
High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You'll be trusted with real ownership and supported to do the best work of your career.
Candid, Supportive Culture. We communicate openly, challenge ideas-not people-and value teammates who embrace bold thinking and continuous improvement.
Growth That Matters. You can count on authentic feedback, strong accountability, and leaders who are invested in your success, so you can achieve real growth.
Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.
Navex · Tokyo, Japan