Role Purpose
Rapsodo is seeking a driven, detail-oriented Customer Support Specialist to support our customers across Japan and international markets, based in our Kuala Lumpur office.
You will be the first point of contact for athletes, coaches, and everyday users—owning issues end-to-end and ensuring every customer receives a high-quality, consistent Rapsodo experience across regions.
This is not a transactional support role, and this is not a fully built, highly structured environment. We are scaling our international markets at pace, and this role offers the opportunity to play a hands-on part in building and shaping our systems, processes, and customer experience from the ground up.
We are looking for someone who is highly self-driven, adaptable, and energized by building. You should be comfortable operating in ambiguity, taking initiative, and bringing structure to a fast-evolving environment.
You will need to communicate with clarity and precision across both English and Japanese, troubleshoot effectively, and take full ownership of issues through to resolution.
Key Responsibilities
- Serve as the primary point of contact for customer support across Japan and international markets
- Respond to and manage inbound support cases across email, phone, chat, and ticketing systems
- Provide support in both English and Japanese, ensuring clarity, accuracy, and professionalism in all interactions
- Troubleshoot hardware, software, and connectivity issues across Rapsodo products
- Own customer issues end-to-end, including problem definition, resolution, and high-quality escalation when required
- Prioritize, manage, and close tickets within defined service levels using platforms such as Salesforce and Zendesk
- Collaborate cross-functionally with Engineering, Product, and Sales to resolve issues efficiently
- Route sales-related inquiries to the appropriate team members where relevant
- Identify recurring issues and contribute to reducing support volume through documentation, feedback loops, and process improvements
- Contribute to building and improving support processes, workflows, and internal knowledge bases
Requirements
- Bachelor’s degree required
- 5+ years of experience in customer support or service, preferably in a technology or consumer product environment
- Native or near-native fluency in both English and Japanese (JLPT N2 level or above - spoken and written). Excellent written and verbal communication skills, with sensitivity to cultural and regional differences.
- Strong problem-solving skills, with the ability to troubleshoot hardware, software, and connectivity issues
- Experience with support platforms such as Zendesk and CRM systems (Salesforce preferred)
- Strong organizational skills and the ability to manage multiple priorities effectively
- Ability to remain composed and professional in high-pressure situations
- Comfortable working independently in a fast-paced and evolving environment
- Strong sense of responsibility, attention to detail, and customer focus
- Willingness to learn and develop a deeper understanding of products and systems
Success Metrics
- Clear, accurate, and professional communication across English and Japanese support channels
- Timely and effective resolution of customer issues
- High customer satisfaction through consistency, responsiveness, and attention to detail
- Ability to manage responsibilities independently while maintaining strong collaboration with internal teams
- Ongoing contributions to improving support processes and documentation
If you are someone who thrives in building environments, takes pride in solving problems, and wants to play a role in shaping how customer experience is delivered across international markets, we would love to hear from you.
