Customer Operations Analyst — Japanese Langua
IT, Operations, Customer Service
San Francisco, CA, USA
USD 65k-80k / year
About the Role
We are looking for a Customer Operations Analyst with Japanese language fluency to join our Customer Operations team at Science Exchange. In this role, you will be a frontline resource for our customers — including our enterprise Japanese clients — managing incoming support tickets, troubleshooting platform issues, and ensuring requesters and suppliers have a seamless experience. You will report directly to the Customer Support Lead and work as part of a collaborative, high-performing team.
About You
You are a detail-oriented problem solver who genuinely enjoys helping people. You have experience working in a ticket-based support environment, are comfortable navigating technical platforms, and bring fluency in Japanese that allows you to communicate with and support our Japanese enterprise customers with the same high standard we deliver to all clients. A background in SaaS, life sciences, or CRO is a plus.
Responsibilities
Manage and respond to incoming customer support tickets in Salesforce with a high degree of quality and timeliness.
Manage Japanese concierge requests on the Science Exchange platform, assisting end-users by identifying and recommending appropriate CROs for their outsourced projects.
Troubleshoot and resolve customer issues, escalating complex cases to the Customer Support Lead as needed.
Serve as a knowledgeable, customer-centric point of contact for both requesters and suppliers, with a focus on our Japanese enterprise customers.
Help onboard new Japanese-speaking users by providing continuous training and support as they become proficient users of the Science Exchange platform.
Document all customer interactions and resolutions accurately in Salesforce and other systems.
Identify recurring issues and surface trends to the Customer Support Lead to inform process improvements.
Work cross-functionally with Product and Engineering to resolve technical issues and act as the Voice of the Customer.
Contribute to the maintenance and improvement of internal knowledge base resources and support documentation.
Meet or exceed team KPIs including ticket response time, resolution time, and CSAT.
Qualifications & Requirements
Japanese fluency is required (written and verbal).
1–3 years of experience in a customer support, technical support, or customer-facing role.
BS degree required, preferably in a scientific discipline.
Experience working with a ticketing system; Salesforce experience preferred.
Prior laboratory or life science industry experience (pharma, biotech, CRO, or academic setting) is a plus.
Strong written and verbal communication skills in both English and Japanese.
Ability to manage multiple open tickets simultaneously while maintaining attention to detail.
Comfortable working independently in a fully remote environment (PST business hours required).
Familiarity with biopharma operations, drug discovery, or R&D outsourcing a plus.
Comfortable working with AI tools (Claude AI preferred).
Proficiency in JIRA a plus.
Ability to explain complex topics to non-technical audiences.
Analytical mindset with an ability to identify inefficiencies and suggest solutions.
Willingness to travel 1–2 times per year.
Compensation
The US-based salary range for this full-time position is $65,000–$80,000 annually. Salary ranges are determined by role and seniority level. Within the range, individual pay is determined by additional factors including job-related skills, experience, and relevant education or training. Incentive compensation and health, dental, and vision benefits are also offered for all US-based roles.