Customer Success Job

Job Category

Customer Success

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About the Role

At Slack, we consider Customer Experience essential to our success. We have a healthy roster of high-profile companies that rely on Slack for their day-to-day communication, and we want to provide them with the best service possible. Our Customer Experience team's top priority is to make our customers successful and ensure that their experience using Slack is a pleasant and productive one. This is a role that requires a broad skill set to be successful. Not only will you be directly responsible for keeping Slack's customers happy, productive, and ensuring they have the best possible experience, but you will also spend time working with the product development team to share customer feedback and insights and to test new features before release to help us build the most compelling product for our customers.

Responsibilities

• Effectively resolve enquiries from our Japanese customers via Email and Chat in a considerate, accurate, and timely manner
• Support customers in Japanese (main focus), and occasionally provide support to customers in Korea as well as managing internal communications in English
• Compose thoughtful, personalized responses for a variety of customer requests
• Triage incoming requests and spot trends in customer issues to flag for the wider team
• Identify, reproduce, and document bugs for our engineering teams
• Collaborate with the product development and QA teams to test new features and bug fixes and surfacing meaningful customer feedback
• Make active contributions to help achieve team goals and successes
• Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation

Qualifications

• Fluency in Japanese (speaking, reading, and writing) is required
• Business-level proficiency in English (both verbal and written)
• Previous experience in technical support, desktop support, or a similar role, specifically with customer support for a web-based software
• Strong knowledge on OAuth, Single Sign On, software development life cycle, and/or network
• Working knowledge of Windows/Linux/Mac OS and mobile device products and their operating systems
• Keen attention to detail and strong problem-solving skills
• Deep care for customer support and its role in a customer-centric team's success
• Hardworking attitude and eagerness to embrace the challenge of solving problems, both with software and through soft skills
• Curiosity about technology and software and how customers use the product
• Empathy and enjoyment of teaching customers at all levels of technical proficiency
• Track record of making sound decisions in line with managing time and prioritizing responsibilities
• Self-awareness and openness to adapting to changing environments
• Resourcefulness, flexibility, accountability, and perseverance in the face of obstacles
• Diplomacy, tact, and poise under pressure when working through customer issues
• Phenomenal team player willing to put others first
• Follow through on commitments and possess strong, confident, and exacting communication skills, particularly in writing
• University degree or equivalent professional experience

Bonus Points

• Experience working in some form of technical support
• Experience working in a global environment with colleagues in multiple countries
• Proficiency in Korean
• Working knowledge of APIs and how to call them using cURL and/or a tool, along with practical experience supporting customers who use them
• Coding knowledge in popular programming languages, such as Java, JavaScript, Python, or other scripting languages

Benefits

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

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Equal Opportunity

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. We believe in equality for all. At Salesforce, we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.

Note: To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.