Customer Onboarding Support Specialist

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!

3Es Customer Experience team is looking for a knowledgeable and customer-focused Customer Support Specialist to support customers across Japan and the broader APAC 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 3Es 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 3Es products and services help customers realize value from the platform and provide actionable feedback that improves our products documentation and support processes.

• 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.

• 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.

• Bachelors 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.

• 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 ABAPAdvanced Business Application Programming.

• 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 and does not discriminate based on any legally protected categories. For applicants who would like to request accommodation please contact us here

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Required Experience:

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