About Dialpad Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage. Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve.

Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved. Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

Being a Dialer At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters.

And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level.

We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your role You should have a proven track record of excellent customer support. You will also be required to learn and understand our products and services inside and out, which will require a degree of curiosity and technical understanding.

Lastly, you should be a very hard worker, professional in how you interact with customers, and deeply committed to helping users. As a member of the Customer Support Team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers may face. Dialpad’s Customer Support team plays an essential role in helping customers via all relevant communication channels.

This team collaborates closely on a global scale with higher-tier teams in Customer Support, Engineering, Customer Success, Product, and Sales to continuously improve the customer experience. Skills you'll bring Minimum of 3 years in customer support (additional work experience in a technical field is preferred). Respond to customer inquiries on technical issues related to the Dialpad product via all relevant communication channels.

Resolve and troubleshoot simple or complex issues relating to customers. Speak to customers to quickly get to the root of their problems. Provide timely and accurate customer feedback.

Manage multiple cases and communication channels at one time (call center, email, potentially chat). Proficiency in Windows/Mac OS. Attention to detail and good problem-solving skills.

Good written and verbal communication in Japanese (native) and English. Handle user inquiries ranging from simple product questions to more complex technical support issues. Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution.

Maintain or exceed our established service levels and productivity standards. Passion to learn and work effectively with a variety of multicultural internal teams. Respond to on-call and address issues or incidents outside of regular working hours.

Benefits

, and real opportunities for growth We believe in invest

Japanese-Bilingual Customer Support Representative, Tier 1