Product Expert (L2) - Japanese Speaking

About Us:

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role:

You’ll become a subject matter expert on multiple applications and provide exceptional customer service to both technical and non-technical customers. Your responsibilities include responding to customers in a timely, efficient, accurate, and empathetic manner, while supporting a wide range of technologies. You’ll investigate application issues and resolve customer problems using exceptional critical thinking and adhering to our established processes. Additionally, you’ll contribute to internal documentation to develop best practices, enhance team processes, and facilitate peer-to-peer training. Reassigning or escalating cases as needed will also be part of your role.

Key Responsibilities:

• Develop an in-depth knowledge of the Dotdigital and Fresh Relevance platforms
• Provide high-quality, advanced-level support to both English and Japanese-speaking customers, ensuring a seamless experience via email, live chat, and phone.
• Communicate effectively with both technical and non-technical users, supporting a wide range of technologies and ensuring seamless platform integration.
• Diagnose and resolve escalated customer issues, working closely with internal teams to ensure timely and effective solutions.
• Bridge the gap between Japanese customers and internal teams, accurately translating technical issues and customer needs into actionable insights.
• Collaborate with internal teams in English, ensuring Japanese customer feedback is represented while aligning with global support strategies.
• Maintain detailed documentation of troubleshooting steps, resolutions, and best practices in both Japanese and English.

About You:

• Fluent in Japanese (native or near-native level) with excellent English proficiency, capable of seamlessly communicating complex technical concepts in both languages.
• Experienced in supporting Japanese customers, with a deep understanding of cultural nuances and expectations in customer service.
• Passionate about problem-solving, with a customer-first mindset and a keen eye for identifying underlying technical issues.
• Self-motivated and proactive, with the ability to thrive in a fast-paced, collaborative environment.
• Capable of adapting quickly to evolving technology and shifting priorities.
• Comfortable handling escalations and complex troubleshooting beyond basic product inquiries.

Preferred Experience & Technical Skills:

• Strong Technical Aptitude: Demonstrated ability to quickly grasp new software platforms, with a focus on learning Dotdigital, Fresh Relevance, and e-commerce platforms such as Shopify. Experience with email marketing, customer engagement, and automation tools is highly valued.
• DNS, APIs, and Networking Concepts: A deep understanding of DNS, APIs, and networking concepts relevant to SaaS-based platforms. Ability to diagnose DNS issues, integrate third-party services, and understand the technical foundations that power e-commerce and marketing platforms.
• L2 Support Experience: Previous experience in an L2 support role or an equivalent position where you handled escalations, conducted advanced troubleshooting, and offered technical guidance. Ability to manage complex issues and drive solutions across both the platform and customer experience.
• Working with Cross-Functional Teams: Experience working within a Western-based organization with a global team. Comfortable working with English-speaking stakeholders while ensuring that the unique needs and feedback from Japanese customers are thoroughly communicated and prioritized.
• Language Proficiency: Native or near-native proficiency in Japanese, along with excellent English communication skills. You will be expected to translate technical documentation, manage customer support inquiries in both languages, and provide clear and accurate feedback in English for cross-functional teams.

Why Us:

Working as a Product Expert at Dotdigital has been nothing short of an incredible experience. Working with the team is a delight every single day. Not only do we have a lot of laughs together, but we have everything we need to grow as both individuals and as a team. Whether it’s the ongoing help and support from management, or the copious amounts of training we have access to, there is a real sense of encouragement within the team to be the best we can be. I could not be prouder to work with such a brilliant bunch of people! Gemma Irish, Product Expert (Tier 1)

Interview Process:

1. 15 min Screening Call with HRBP -JAPAC
2. Stage 1 interview (virtual) with Support Management
3. Stage 2 interview (virtual) with Head of Japan
4. Stage 3 interview (virtual) with:

• Director of Operations - JAPAC
• Country Lead and Head of Japan
• HRBP - JAPAC

DEI commitment:

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.

Legal statement:

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.