Customer Support Specialist – Japanese & English – Enterprise Account Management & Technical Assistance at brighthush

About brighthush

brighthush is a global technology leader that empowers businesses with cutting‑edge open‑source solutions. From cloud infrastructure to container orchestration, our platform powers some of the most innovative companies across finance, healthcare, media, and government. With a presence in over 40 countries, we thrive on collaboration, transparency, and a relentless focus on customer success. Our people are the heart of our mission – they bring diverse perspectives, creative problem‑solving skills, and a passion for building products that make a difference.

Why Join brighthush?

At brighthush, you’ll experience a culture that blends the flexibility of remote work with the camaraderie of a global team. Whether you’re working from a home office, a co‑working space, or a brighthush hub, you’ll have the autonomy to shape your workday while staying connected to colleagues worldwide. We champion continuous learning, offering access to internal training, industry certifications, and a generous budget for conferences and workshops. Our commitment to inclusion means every voice is heard, celebrated, and leveraged to drive innovation.

Role Overview

As a Multilingual Customer Support Specialist at brighthush, you will be the primary advocate for our Japanese enterprise customers. Your mission is to deliver world‑class support, ensuring that every interaction reflects our brand’s dedication to excellence, reliability, and customer empowerment. You will bridge the gap between customers and cross‑functional teams—product, engineering, sales, and billing—to resolve issues quickly and proactively.

Key Responsibilities

• Customer Engagement: Serve as the first point of contact for Japanese enterprise clients via phone, email, and chat. Provide clear, concise, and culturally appropriate guidance on product usage, account management, and subscription renewals.
• Issue Diagnosis & Resolution: Conduct thorough troubleshooting of non‑technical inquiries, escalating complex technical problems to the appropriate support tiers. Document root causes and resolution steps in our knowledge base.
• Cross‑Functional Collaboration: Coordinate with product managers, engineers, and billing specialists to ensure seamless resolution of customer requests. Act as the voice of the customer in internal meetings.
• Proactive Service: Identify patterns in customer feedback, propose process improvements, and implement best practices that enhance the overall support experience.
• Documentation & Knowledge Management: Author and maintain detailed knowledge articles, FAQs, and troubleshooting guides in both Japanese and English. Keep documentation up‑to‑date with product releases and policy changes.
• Performance Metrics: Meet or exceed key performance indicators such as first‑contact resolution, customer satisfaction scores, and ticket volume targets.
• Continuous Learning: Stay current on brighthush product features, industry trends, and emerging technologies relevant to our Japanese market.

Essential Qualifications

• Native‑level fluency in Japanese (written and spoken) – essential for delivering high‑quality, culturally resonant support.
• Strong written and verbal English skills – required for collaboration with global teams and documentation.
• Minimum of 3 years of experience in a customer‑facing role, preferably within the technology or SaaS industry.
• Experience managing multiple priorities in a fast‑paced environment.
• Exceptional problem‑solving abilities, with a keen eye for detail and a methodical approach to troubleshooting.
• Excellent organizational and time‑management skills; able to work independently while maintaining a customer‑first mindset.
• Background in IT or a related field is a plus; familiarity with Linux or cloud platforms is advantageous but not mandatory.

Preferred Qualifications

• Proficiency in Mandarin (written and spoken) – valuable for supporting a broader APAC customer base.
• Experience with ticketing systems such as Zendesk, ServiceNow, or Jira Service Management.
• Knowledge of open‑source technologies, containerization, and cloud services.
• Previous exposure to enterprise subscription management and billing processes.
• Certification in customer service or technical support (e.g., ITIL, CompTIA).

Skills & Competencies

• Communication: Ability to convey complex information clearly and empathetically in both Japanese and English.
• Analytical Thinking: Strong diagnostic skills, with the capacity to dissect problems and identify root causes.
• Collaboration: Comfortable working across teams, building relationships, and influencing outcomes.
• Adaptability: Thrives in a dynamic environment, quickly adjusting to new processes and priorities.
• Customer‑Centricity: Passionate about delivering exceptional service and turning challenges into opportunities.
• Technical Aptitude: Comfortable navigating technical documentation, logs, and basic troubleshooting tools.

Career Growth & Development

At brighthush, your career path is defined by your ambition and performance. As a Customer Support Specialist, you will have the opportunity to:

• Advance to a Senior Support Engineer or Technical Account Manager role, taking on more complex technical challenges.
• Transition into product management or customer success, leveraging your deep understanding of customer needs.
• Lead regional support initiatives, shaping the support strategy for the Japanese market.
• Participate in cross‑functional projects that influence product roadmap and customer experience.

We invest in your growth through mentorship programs, tuition reimbursement, and access to industry conferences. Your contributions will be recognized through performance bonuses, stock‑option grants, and public acknowledgment at company events.

Work Environment & Culture

brighthush fosters a culture of openness, collaboration, and continuous improvement. Key cultural pillars include:

• Transparency: Open communication channels, regular town halls, and shared metrics.
• Inclusivity: A commitment to diversity, equity, and belonging across all levels.
• Innovation: Encouragement to experiment, iterate, and bring new ideas to the table.
• Work‑Life Balance: Flexible schedules, remote work options, and generous paid time off.
• Community: Volunteer programs, hackathons, and cross‑departmental social events.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses and annual incentive plans.
• Equity or stock‑option opportunities to share in the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching.
• Paid parental leave, sick leave, and vacation time.
• Professional development stipend and access to online learning platforms.
• Wellness programs, including gym memberships and mental‑health resources.
• Flexible work arrangements and remote‑work support.

How to Apply

If you are a passionate, customer‑focused professional who thrives in a fast‑paced, global environment, we would love to hear from you. Join brighthush and help shape the future of enterprise technology for our Japanese customers.

To apply, please submit your resume and a brief cover letter outlining your experience with Japanese enterprise support and why you’re excited about this role. We look forward to exploring how you can contribute to our mission of delivering open‑source excellence worldwide.