Bilingual Customer Success Associate (Japanese / English)

Tokyo Academics
Job Expired

Job Overview

  • Employer Type Direct Hire
  • Industry Education / Teaching
  • Salary ¥3,300,000 - ¥5,000,000 / Year
  • English Level Fluent
  • Japanese Level Fluent
  • Restricted to Domestic Applicants? Overseas applicants allowed
  • Visa Sponsorship Yes

Job Description


 About Tokyo Academics:

Tokyo Academics is the passion project of a constellation of teachers, researchers, and academics from around the world. Since 2012, we’ve evolved from a few university friends to a growing number of part-time and full-time individuals located in Tokyo, as well as working remotely. We are an organization of experts deeply passionate about helping students meet their potential and capture the opportunities of the future.

Do you love working with incredibly smart people with diverse backgrounds who inspire you to be better and work harder every day? Do you enjoy building relationships, getting excited to work with clients, and using your knowledge about higher education to help develop plans that allow clients to reach their dream goals? Consider joining our client services team at Tokyo Academics.

This role will be based out of our Tokyo office and working during regular business hours of 10:00am to 7:00pm Japan time.

Make sure to take a look at the Careers page on our website for additional available positions!


What you will work on:

  • Provide amazing customer service, manage our client base and help provide best-in-class college admissions consulting recommendations.

  • Work closely with our service teams, Marketing, Engineering, and Finance departments to ensure a seamless customer experience.

  • Lead client planning process in conjunction with stakeholders from the client services and marketing teams to determine engagement cadence, additional services offered, and critical milestones.

  • Meet targets and goals for services renewals, customer satisfaction, client referrals, and additional relevant services.

  • Establish productive and professional relationships with key clients, and become the expert on all aspects of the client relationship.

  • Routinely assess, clarify, and validate client needs, as well as lead solution development efforts that best address those needs.

  • Provide service solutions that expand and deepen client relationships.

  • Upselling.

  • Assisting in providing strong customer satisfaction.

  • Help train others on changes to customer service policies and best practices for VIP client interactions.

  • Work closely with the team to stay abreast on unique client interactions.

  • Identify opportunities to update and improve customer service procedures and make recommendations to division heads.


Who you are:

  • BA degree in Marketing/Communication/English/any relevant degree

  • 3 years experience in Sales and Customer Support

  • Command of fluent Japanese and fluent English  (reading/writing/speaking) required

  • Ability to work cross-functionally

  • Have a can-do and positive attitude and be comfortable giving and receiving feedback

  • Able to remain scrappy and comfortable enough to shift focus if priorities change and have good judgment on what to prioritize

  • Have a working knowledge/broad understanding of the higher education landscape (US and/or international) and the general requirements needed to gain admissions into top higher education institutions

  • Have basic experience managing projects and prioritizing work

  • Ability to maintain composure and to handle strong personalities or lead tough conversations

  • Strong communication skills and comfortable over-communicating and keeping all stakeholders (internal/external) informed

  • Experience leading clients or customers through basic sales techniques such as understanding their needs, discovering new opportunities, and overcoming challenges.

  • Ability or willingness to learn to use CRM and incorporate best practices

  • Proven track record of building relationships with various personalities and backgrounds



  • Competitive compensation package

  • Bonuses based on company growth

  • 20 days of paid time off per year

  • Join a growing bootstrapped company with a lot of potential for growth

  • Autonomy to implement ideas and have a significant impact


Work hours:

  • 40hrs per week

  • 10am - 7pm Japan time




Hirose building 3F., 3-24-17 Nishiazabu, Minato, Tokyo 106-0031

  • This job has expired!

Company Information

Company Profile

Who We Are Tokyo Academics is the passion project of a constellation of teachers, researchers, and academics in Tokyo, Japan. Since 2012, we’ve evolved from a few university friends teaching over a restaurant in Nakameguro, to... read more about Tokyo Academics

Hiring Manager Interview

  • This job has expired!

Contact Us

Tokyo Office
C/O Global Village Media
1-7-20-B2 Yaesu, Chuo-ku, Tokyo
[email protected]