Customer Support Specialist (Japanese Speaking)

Location: Singapore

Department: Customer Support

About the Role

HubSpot, the leading CRM platform powering inbound marketing, sales, and customer service for thousands of growing companies worldwide, is seeking a Customer Support Specialist fluent in Japanese to join our Dublin-based Customer Support team. In this role, you'll be the frontline hero for our Japanese-speaking customers, helping them unlock the full potential of HubSpot's ecosystem—including Marketing Hub, Sales Hub, Service Hub, and Operations Hub—to fuel their business growth. We're a remote-friendly, HEART-powered culture (Humble, Empathetic, Adaptable, Remarkable, Transparent) that thrives on innovation, transparency, and making a real impact for customers in the APAC region. As a Customer Support Specialist, you'll dive deep into customer challenges, from basic onboarding to advanced CRM configurations, inbound campaign optimizations, and workflow automations. You'll resolve tickets efficiently via chat, email, and voice, while educating users on growth strategies that align with HubSpot's flywheel methodology. Expect to collaborate with cross-functional teams to escalate issues, contribute to Japanese-language resources, and analyze trends that shape our product roadmap—all while maintaining stellar CSAT scores in a high-energy, supportive environment. If you're passionate about technology that drives customer success, excited by HubSpot's mission to help businesses grow better, and ready to bring your Japanese expertise to a global team, this is your chance to grow with us. We offer unparalleled professional development through HubSpot Academy, a vibrant culture of continuous learning, and the tools to make your mark in inbound everything.

Key Responsibilities

• Provide exceptional support to Japanese-speaking customers via email, chat, and phone, resolving inquiries related to HubSpot's CRM, Marketing Hub, Sales Hub, and Service Hub
• Troubleshoot technical issues, guide users through product setups, and optimize workflows for inbound marketing and sales enablement
• Educate customers on best practices for leveraging HubSpot's growth tools to drive revenue and customer retention
• Collaborate with product, engineering, and success teams to escalate bugs, feature requests, and complex issues
• Maintain accurate records of customer interactions in HubSpot's support platform and CRM
• Contribute to the creation of Japanese-language knowledge base articles, videos, and support resources
• Monitor customer health metrics and proactively reach out to at-risk accounts to ensure success
• Participate in HubSpot's HEART values-driven culture by embodying Humble, Empathetic, Adaptable, Remarkable, and Transparent behaviors
• Analyze support trends to identify opportunities for product improvements and self-service enhancements
• Support global initiatives by translating support content and participating in cross-regional training
• Achieve and maintain high CSAT scores while handling high-volume tickets in a growth-oriented environment

Required Qualifications

• Native or near-native fluency in Japanese (JLPT N1 level) with excellent verbal and written communication skills
• 1-2 years of experience in customer support, technical support, or customer success roles
• Strong understanding of SaaS products, CRM systems, or inbound marketing tools
• Bachelor's degree in Business, Communications, Marketing, or a related field
• Ability to work flexible hours to support APAC time zones, including evenings or weekends as needed
• Proven track record of resolving customer issues efficiently and empathetically
• Familiarity with helpdesk software like Zendesk or Intercom
• Right to work in Ireland or willingness to relocate to Dublin

Preferred Qualifications

• Experience supporting customers using HubSpot CRM, Marketing Hub, or Sales Hub
• Previous exposure to inbound marketing methodologies or growth hacking
• Technical aptitude with HTML, CSS, or basic API integrations
• Experience in a fast-paced, remote-first startup environment
• Certification in HubSpot Academy (e.g., Inbound or Customer Service)
• Multilingual skills in English and another Asian language (e.g., Korean or Mandarin)

Required Skills

• Japanese language fluency (speaking, reading, writing)
• Customer service excellence and empathy
• CRM proficiency (HubSpot preferred)
• Inbound marketing knowledge
• Technical troubleshooting
• Problem-solving mindset
• Active listening
• Time management in fast-paced settings
• Ticketing system expertise (e.g., Zendesk)
• Data analysis for support metrics
• Adaptability to growth culture
• Collaboration across teams
• Written communication clarity
• Product demo and training skills
• HTML/CSS basics for template support
• API troubleshooting awareness
• Emotional intelligence
• Self-motivation in remote environments

Benefits

• Comprehensive health insurance with dental and vision coverage
• Unlimited PTO and flexible remote work options
• HubSpot Academy certification stipend and ongoing learning budget
• Annual profit-sharing bonus and competitive base salary
• Fully stocked kitchen, catered lunches, and wellness programs in Dublin office
• 401(k) matching (or equivalent pension) and employee stock purchase plan
• Parental leave, fertility benefits, and family-forming support
• Quarterly Hackathons, INBOUND conference access, and career growth paths
• Volunteering time off and community impact programs aligned with HubSpot for Good

HubSpot is an equal opportunity employer.