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 Japanese-speaking customers in Rapsodo’s Japan market.
- Respond to and manage customer support enquiries through email, phone, chat, and ticketing systems.
- Provide clear, accurate, and professional technical support in Japanese and English.
- Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues relating to Rapsodo products.
- Manage customer issues from initial enquiry through to resolution, including investigation, follow-up, escalation, and closure.
- Perform technical issue triage and identify the appropriate resolution path for customer cases.
- Escalate complex technical issues to Engineering, Product, or other relevant internal teams with clear case details and supporting information.
- Coordinate with Engineering, Product, Sales, and Customer Support teams to resolve customer issues efficiently.
- Follow up with customers on case status, resolution progress, and next steps.
- Route sales-related enquiries to the appropriate internal team members where relevant.
- Identify recurring technical or customer support issues and provide feedback to improve product support, documentation, workflows, and customer experience.
- Contribute to the development and improvement of internal knowledge bases, support processes, and customer service workflows, including documentation and training materials to build capability within the broader Malaysia-based international support team.
- Support Japan office operations where Japanese-language customer support, technical coordination, or customer communication is required.
Requirements
- Bachelor’s degree or equivalent qualification.
- Minimum 5 years of experience in customer support, technical support, or service-related roles, preferably within a technology or consumer product environment.
- Native-level fluency in Japanese (JLPT N1 level or above - spoken and written), with strong written and verbal communication skills, including the ability to handle nuanced, technical, and business-critical communication without loss of precision.
- Strong English communication skills to coordinate effectively with internal global teams.
- Strong technical troubleshooting ability across hardware, software, and connectivity-related issues.
- Experience using customer support platforms and CRM systems, such as Zendesk, Salesforce, or equivalent systems.
- Strong problem-solving skills and ability to analyse customer issues clearly and accurately.
- Ability to manage multiple customer cases and priorities effectively.
- Ability to remain professional and composed when handling urgent, complex, or escalated customer issues.
- Strong attention to detail, sense of ownership, and customer-focused mindset.
- Ability to work independently in a fast-paced and evolving environment.
- Willingness to develop deeper knowledge of Rapsodo products, systems, customer support workflows, and Japan market support requirements.
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.