Genspark is revolutionizing how the world works with AI. As a rapidly growing AI company that reached $100M ARR within 9 months of launching our Super Agent suite, we’re on a mission to empower 1B+ global knowledge workers with cutting-edge AI solutions. Founded by former leaders from Microsoft Bing and Google, Genspark has raised $460M in funding and recently launched AI Workspace 2.0—the next evolution of all-in-one AI automation.

Following tremendous enthusiasm and adoption from the Japanese market, we’ve officially established our full-scale operations in Japan with a local office and dedicated team. This is an exciting moment to join us as we build our foundation in one of our most important markets.

The Role

As Genspark’s Customer Support Representative in Japan, you will be the voice and face of Genspark to our Japanese user community. This is not just a support role—it’s a strategic position that represents Genspark’s entire user-facing presence in Japan. You’ll be responsible for ensuring exceptional customer experiences while serving as the critical bridge between our users and our product, engineering, marketing, sales, and customer success teams.

In this role, you’ll own the complete customer support lifecycle for the Japanese market, driving user satisfaction while uncovering insights that shape our product roadmap and prevent support issues at scale.

Key Responsibilities

Customer Support Excellence

Receive, triage, and respond to all customer inquiries from Japanese users across multiple channels with exceptional quality and timeliness
Maintain comprehensive lifecycle ticket tracking and management to ensure no user issue falls through the cracks
Consistently deliver high user satisfaction scores through meticulous attention to detail and a customer-first approach
Manage and resolve complex technical issues while maintaining clear, empathetic communication in Japanese
Establish and maintain support SLAs appropriate for the Japanese market

Cross-Functional Collaboration - Product & Engineering

Work closely with engineering and product teams to identify patterns in user issues and escalate critical bugs
Translate customer feedback and pain points into actionable product improvement opportunities
Discover and advocate for product changes that can solve support problems proactively and at scale
Participate in product development discussions to represent the voice of Japanese customers
Test and validate new features from a customer support perspective before launch

Cross-Functional Collaboration - Go-to-Market Teams

Partner with the Japan marketing team to ensure messaging addresses actual user needs and questions
Support the Japan sales team by providing customer insights and handling pre-sales technical questions
Collaborate with customer success on user onboarding, retention strategies, and expansion opportunities
Empower all Japan team members with support insights, documentation, and resources they need to serve customers effectively
Contribute to knowledge base articles, FAQs, and self-service resources in Japanese

Strategic Impact

Serve as the central point of contact for all customer-facing activities in Japan
Build and refine support processes and workflows optimized for Japanese customer expectations
Provide regular reports and insights on support trends, user sentiment, and improvement opportunities
Contribute to the development of Genspark’s customer support culture and best practices globally
Work closely with Global Lead Support, Olivia, on knowledge sharing and process alignment

Required Qualifications

Experience & Expertise

5+ years of hands-on customer support experience at technology companies, preferably in SaaS, AI, or enterprise software
Proven track record supporting user bases of 50,000+ to 100,000+ users (or larger), demonstrating ability to manage support at scale
Experience working in fast-paced, high-growth technology environments where priorities shift rapidly
Deep understanding of support ticketing systems, CRM platforms, and customer success tools
Technical aptitude to understand and explain complex software functionality to diverse user audiences

Language & Communication

Native or near-native fluency in Japanese (written and spoken)
Professional business-level English proficiency for collaboration with global teams
Exceptional written communication skills with the ability to explain technical concepts clearly
Strong verbal communication and active listening skills

Technical Skills

Comfortable learning and becoming an expert in AI/ML-powered software products
Ability to troubleshoot technical issues and work with engineering teams on complex problems
Familiarity with modern support tools (Zendesk, Intercom, Salesforce, Slack, etc.)
Basic understanding of web technologies, APIs, and common integration patterns

Cultural Fit & Personal Attributes

We’re looking for someone who embodies these qualities:

✅ Meticulous & Detail-Oriented — You catch things others miss and take pride in accuracy

✅ Competent & Resourceful — You figure things out independently and solve problems creatively

✅ Passionate & Self-Motivated — You bring energy and initiative without needing constant direction

✅ Humble & Collaborative — You check your ego at the door and prioritize team success

✅ Customer-First Mindset — You genuinely care about making customers successful and happy

✅ Adaptable & Resilient — You thrive in ambiguity and remain calm under pressure

✅ Growth-Oriented — You seek feedback and continuously improve your craft

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Req ID: R16

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