Community Operations Specialist - Tokyo

What you will do

• Serve as the voice of our brand in our online communities, actively engaging with users, answering questions, and enforcing community guidelines to ensure a safe and constructive environment.
• Act as a first responder for user-reported issues, troubleshooting problems, and escalating complex bugs with clear, concise data to our Product and Engineering teams.
• Champion the voice of the customer by analyzing community conversations to identify trends, synthesize feedback, and deliver actionable insights that will directly influence our product roadmap.
• Partner with Product, Marketing, and Sales teams to execute community-facing initiatives, such as feature launches, user feedback surveys, and online events.
• Help build and scale our community programs, including identifying and nurturing relationships with super users and brand advocates to foster a self-sustaining ecosystem.

What we are looking for

• 1+ years of experience in a customer-facing role such as community management, social media management, or technical support.
• Native Japanese speaker with professional fluency in English or Mandarin.
• A genuine passion for and curiosity about AI, software, or consumer technology products.
• A strong sense of empathy and a user-centric mindset, with a natural desire to help people solve problems.
• Ability to work independently and manage multiple tasks in a fast-paced, remote-first environment.

Preferred Qualifications

• A Natural Community Builder: demonstrated passion for online communities, whether through personal projects, volunteer moderation, or as an active, helpful member on platforms like Discord, Reddit, or other forums.
• Curious and Analytical Mindset: possess a knack for identifying patterns in conversations and are driven by a desire to understand the "why" behind user feedback, even without formal data analysis experience.
• Resourceful Problem-Solver: clever and adaptable, able to think on one's feet and confidently navigate ambiguous situations to find solutions independently.
• Exceptional Communicator: excellent ability to translate complex technical ideas into simple, clear, and empathetic language for any audience.
• Fast Learner: tech-savvy and show a high aptitude for mastering new software and tools quickly, with or without prior direct experience with platforms like Zendesk or Jira.