Customer Experience Specialist I

About Entrupy Entrupy is a global technology company whose mission is to protect businesses, borders and consumers from transacting in counterfeit goods. Entrupy has developed a patented technology system which utilizes a combination of AI and computer vision to instantly identify and authenticate high value physical goods. Entrupy’s solutions serve business customers including leading luxury brands, retailers, e-commerce marketplaces and online resellers in over 60 countries. Entrupy is growing quickly with team members based in the US, India, Japan and Brazil. Entrupy’s solutions in market: ● Entrupy Apparel Authentication ● Entrupy Bags & Leather Goods Authentication ● Entrupy Sneaker Authentication ● Entrupy Fingerprinting As we continue to build... We’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key-role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply. About the Team/Role Entrupy Inc. is seeking a full-time remote Customer Experience Agent. The Customer Experience Agent position is a salaried position. You will be trained on how to assist customers via phone, e-mail, our in-app chat, and our CRM platform. This position also includes conducting in-person customer trainings through Google Meet, where you walk the customer through how to use the device and go over FAQs. You will be responsible for meeting and exceeding SLA’s through quality and efficient processing. Reports to: Customer Experience Lead Language Proficiency: (Chinese-English bilingual (+Japanese preferred)) Location: Japan Location Type : Remote What you'll do: Monitor all customer-facing platforms (chat, email, phone, website contact form etc) to resolve customer issues and conduct customer outreach as needed. Work closely with the authentication operations teams to provide support for timely and accurate result delivery. Collaborate with internal stakeholders, such as Sales, Billing, Product and Engineering, to ensure best customer experience and resolve customer issues in a timely manner. Guide customers through an onboarding process and ensure successful implementation into their day-to-day operations Coordinate and implement customer account set-up, training, and integrations to ensure a seamless onboarding experience. Monitor customers’ usage of Entrupy’s solutions and proactively offer support to improve their experience and drive product adoption so that they can maximize the value Create and update self-service customer support resources, including training videos and knowledge base articles, to empower users to resolve issues by themselves Represent the voice of the customer by actively collecting and sharing feedback about the product and overall user experience. What you bring At least 3 years of experience in bilingual customer support (English and Japanese and/or Chinese) Time management skills in prioritizing daily tasks Detail-oriented with strong organizational skills Strong oral and written communication skills with empathy and problem-solving mindset Ability to work in a fast-paced environment Tech-savvy and solutions-oriented Effectively communicate technical concepts to audiences of varying technical ability Experience in BtoB SaaS Customer Support is a plus What we offer 14 days paid time off per year 20 National Holidays and Company Holidays per year Additional compensation for working holidays and weekend shifts Optional Defined Contribution Pension Plan Statutory social insurance (Health, Pension, Labor Accidental, and Employment) Salary Range: Starting ¥4,000,000 annually We have competitive pay bands for all other countries based on market standards. Individual compensation decisions are based on several factors, including experience level, skill set, and balancing internal equity relative to peers at the company. Based on these factors, we expect most of the candidates offered roles at our company to fall healthily throughout the range. We recognize that the person we hire may be less experienced (or more senior) than this job description, as posted. If so, the updated salary range will be communicated to you as a candidate. Entrupy embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.