Customer Onboarding Support Specialist

Job description

 ## [**About 3E:**](https://www.3eco.com/why-3e/) 3E is a mission-driven company dedicated to creating a safer and more sustainable world. We offer award-winning regulatory intelligence and AI solutions to help organizations protect people and products. With over 35 years of experience and a global presence, we empower our customers with innovative compliance solutions. You will get to work at a company that combines startup agility with the stability of an industry leader. Partner with enterprise customers and global experts to advance environmental safety and solve complex data science challenges. ***Join us and make an impact!*** ## About the Role 3E’s Customer Experience team is looking for a knowledgeable and customer-focused Customer Support Specialist to support customers across Japan and the broader APAC region. In this role, you will serve as a primary point of contact for users, providing high-quality technical assistance and guidance to ensure a positive experience with 3E’s software products. You will troubleshoot technical issues, resolve customer concerns, and manage onboarding and implementation activities from post-sale handoff through go-live. Success in this position requires strong technical problem-solving skills, excellent communication, and the ability to collaborate with customers and cross-functional teams. This is a hybrid role requiring in-office presence three days per week at our Tokyo office. Normal working hours should align as closely as possible with Japan Standard Time business hours, with flexibility for global collaboration and customer needs. As a Customer Support Specialist, you will play an important role in driving customer satisfaction, product adoption, and long-term retention. You will develop a strong understanding of 3E’s products and services, help customers realize value from the platform, and provide actionable feedback that improves our products, documentation, and support processes. ## What You’ll Do - **Customer Support** – Respond to customer inquiries by phone, email, and chat in a timely, knowledgeable, and professional manner. - **Issue Resolution** – Troubleshoot and resolve customer issues efficiently while maintaining a positive customer experience. - **Technical Troubleshooting** – Investigate issues involving web-based applications, APIs, system integrations, identity management, and other technical components. - **Case Management** – Document customer interactions, troubleshooting activities, and resolutions within ticketing or case management systems. - **Escalation Management** – Identify complex or high-impact issues and escalate them to the appropriate Product, Engineering, or Technical Support teams. - **Customer Follow-Up** – Follow up with customers to confirm that issues have been resolved satisfactorily and that commitments have been completed. - **Onboarding and Implementation** – Manage customer onboarding and implementation activities from post-sale handoff through go-live, actively managing scope, timelines, risks, dependencies, and customer expectations. - **Product Adoption** – Guide customers through product implementation, usage, and adoption, including regular check-ins and 45-day and 90-day milestones where appropriate. - **Customer Relationships** – Build strong customer relationships through active listening, empathy, consultative communication, objection handling, and clear follow-through. - **Voice of the Customer** – Identify customer pain points and share actionable feedback to improve products, services, and support processes. - **Product Feedback** – Create user stories, enhancement requests, and recommendations for Product and Engineering teams based on customer needs and recurring issues. - **Documentation** – Maintain and improve internal and customer-facing materials, including standard operating procedures, help articles, onboarding resources, and quality and process documentation. - **Cross-Functional Collaboration** – Work closely with Sales, Customer Experience, Product, Engineering, Technical Support, and Commercial teams to enhance the overall customer experience. - **Service Standards** – Follow company policies, procedures, and service-level agreements while maintaining consistent and accurate communication. - **Team Support** – Mentor and support team members by sharing knowledge, troubleshooting approaches, and customer service best practices. - **Additional Responsibilities** – Perform other duties as assigned based on customer and business needs. ## What Makes You a Great Fit - Native-level Japanese proficiency or JLPT N1 equivalent, with fluent written and verbal English skills and the ability to communicate effectively with global customers. - Three to five years of experience in customer support, customer success, or a related customer-facing role, including experience resolving complex customer or technical issues. - Bachelor’s degree preferred in Business Administration, Marketing, Communication, Management, Information Systems, or a related field. Equivalent professional experience may be considered where appropriate. - Experience using ticketing or case management systems such as Zendesk, Jira, or similar platforms. - Experience supporting web-based applications, APIs, or system integrations. - Strong troubleshooting and analytical skills, with the ability to break down complex problems, identify patterns, synthesize information, and make well-informed decisions. - Experience managing customer-facing projects, onboarding programs, or software implementations is preferred. - Strong critical-thinking, creative problem-solving, and strategic-thinking skills. - Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences. - Empathy, patience, and professionalism when managing difficult situations or customer concerns. - Ability to manage multiple customer inquiries and priorities simultaneously while maintaining accuracy and service quality. - Strong understanding of customer needs and the broader business environment. - Experience mentoring, coaching, or supporting other team members. - Comfortable working in a fast-paced and evolving environment. - Collaborative, proactive, and self-driven, with a strong sense of ownership and curiosity. ## Preferred Qualifications - Experience collaborating with Product and Marketing teams to communicate product updates or feature improvements to customers. - Experience troubleshooting APIs or supporting web-based applications in a customer support environment. - Familiarity with Agile methodologies or software development environments. - Experience working with data-driven platforms or interpreting system and data outputs. - Exposure to identity management systems such as Okta or Azure Active Directory, including SSO and MFA technologies. - Experience working with SQL or other technical diagnostic tools. - Professional or educational background in information technology, engineering, programming, or a related technical discipline. - Knowledge of chemical safety, product stewardship, regulatory compliance, or supply chain sustainability. - Experience using artificial intelligence tools to improve workflows, productivity, or customer support processes. - Understanding of SAP ABAP—Advanced Business Application Programming. ## Work Environment - Hybrid work environment supporting customers and teams across Japan and the broader APAC region. - Three days per week in the Tokyo office are expected. - Normal working hours should align as closely as possible with Japan Standard Time business hours. - Flexibility is required to collaborate with global Customer Experience, Support, Product, Commercial, and Engineering teams and to respond to customer needs across different time zones. **Disclosures:** 3E is committed to a diverse and inclusive work environment. 3E is an [equal opportunity employer](https://www.3eco.com/about-3e/3e-careers/statement-equal-employment-opportunity) and does not discriminate based on any legally protected categories. For applicants who would like to request accommodation, please contact us [here](mailto:recruiting@hr.3eco.com) Visit our [Website](https://www.3eco.com) or follow us on [LinkedIn](https://www.linkedin.com/company/3e-safer-world/) [Privacy Policy](https://www.3eco.com/privacy) and [Candidate Privacy Notice](https://www.3eco.com/3e-candidate-privacy-notice) **Agencies**: 3E is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at 3E via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of 3E. No fee will be paid in the event the candidate is hired by 3E because of the referral or through other means.