Join Our Team

Role Objective

Provide first-line support to Japanese customers in Japanese, quickly resolve system usage issues, and escalate complex problems in a structured way to development/delivery teams. Translate Japanese customer feedback into Chinese/English for the team.

Responsibilities

• •Handle Inquiries: LINE/Phone/Email/Tickets (prioritized by SLA)
• •Problem Diagnosis: Account/permissions, POS operations, printer connection/printing, KDS orders/queue, subscription activation/renewal
• •Ticket Resolution: Reproduce → collect evidence → escalate to dev/delivery → follow-up confirmation
• •Knowledge Base: Build FAQs, SOPs, standard scripts (reduce repeat issues)
• •Risk Detection: Identify at-risk customers (churn/negative reviews), conduct retention efforts
• •Internal Reporting: Weekly customer feedback summary in Chinese/English

Requirements

• ✓Fluent Japanese (comfortable with phone calls and emails), able to explain technical issues professionally
• ✓Customer service/technical support experience (SaaS/hardware support preferred)
• ✓Logical thinking: able to structure problems (symptoms/repro steps/expected vs actual results/environment info)
• ✓Chinese or English proficiency (for internal communication)

Nice to Have

• ★Experience supporting POS, printers, KDS, restaurant/retail systems
• ★Basic networking knowledge: LAN/Wi-Fi, IP, ports, drivers, routers
• ★Experience with Notion/CRM/ticketing systems for documentation

Role Objective

Own the full sales cycle from lead → demo → quote → close → first-month success in Japanese.

Responsibilities

• •Customer Acquisition: Lead follow-up, channel partnerships (equipment dealers/store setup services/chambers of commerce/referrals)
• •Needs Discovery: Store type, table/register count, printer locations, KDS screens, network environment, budget and decision maker
• •Demo & Proposal: Communicate value (labor savings, order accuracy, efficiency, reliable accounting), configure packages
• •Quote & Close: Pricing, objection handling (price/installation/support/learning curve), contract and payment collection
• •First Month Success: Coordinate with delivery/support to ensure smooth go-live, prevent churn
• •Internal Communication: Share customer needs/issues in Chinese or English with the team

Requirements

• ✓Fluent Japanese; able to independently conduct sales conversations, phone appointments, in-person/online demos
• ✓Retail/restaurant/store system sales experience preferred (POS/register/printer/KDS/ordering systems)
• ✓Strong execution and pipeline management: CRM records, follow-up plans, stage progression
• ✓Chinese or English proficiency (required for internal collaboration)

Compensation Structure

Base salary + hardware sales commission + subscription renewal commission (deferred). Hardware commission paid upon payment collection; subscription commission paid in stages based on customer retention months.