Customer Experience Specialist, SMB

Role Overview

We are seeking a Customer Experience Specialist to enhance the experience of our small- and medium-market customers through digital engagement, operational support, and efficient issue resolution. The role will involve serving a large base of customers through scalable programs, automation, and self-service resources, helping ensure customers can successfully go onboard, adopt NAVEX solutions, and access assistance when needed.

What You Will Do

Respond to customer inquiries, assist with onboarding and product support, ensure efficient issue resolution, support digital onboarding programs, and maintain help center documentation.

Why It Might Be a Fit

You will thrive in this hybrid role surrounded by an engaged, collaborative team deeply committed to your success. You will play an important part in maintaining customer satisfaction, identifying experience trends, and ensuring our SMB customers realize value from their NAVEX solutions.

Requirements

• 2+ years of experience in Customer Support, Customer Experience, Customer Success, or SaaS service roles
• Fluent in business-level Japanese
• Strong business-level English communication skills
• Experience supporting customers through phone, email, chat, or help desk platforms
• Ability to manage multiple customer inquiries while maintaining a high level of service quality
• Comfort working with digital engagement tools, help center platforms, and knowledge base systems
• Strong attention to detail and ability to document and maintain accurate information
• Problem-solving mindset with the ability to collaborate across teams to resolve customer issues
• Comfort working in a fast-paced environment that supports a high volume of customers

Benefits

• Meaningful Purpose
• High-Performance Environment
• Candid, Supportive Culture
• Growth That Matters
• Rewards for Results