Bilingual Customer Service Agent

Insight Global is looking for a dedicated and customer-focused Bilingual Service Agent (Japanese/English) to join our client's remote support team, specializing in innovative drinkware and outdoor gear, with a strong emphasis on design, sustainability, and performance. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping others, and is fluent in both Japanese and English. As a key member of this support team, you will be responsible for delivering exceptional service across multiple communication channels, including phone, email, and chat. Your primary duties will include responding to customer inquiries, providing accurate information about our products, services, and policies, and resolving issues with empathy and efficiency. You will also be expected to document interactions, escalate complex cases when necessary, and collaborate with internal teams to ensure seamless support. Maintaining performance metrics such as response time, resolution rate, and customer satisfaction will be essential to your success in this role.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• Fluent in Japanese and English (spoken and written)
• 3-5 years of customer service experience (remote experience preferred)
• Strong communication and problem-solving skills
• Comfortable working independently and managing time effectively
• Tech-savvy with proficiency in CRM systems and support platforms
• Must be available to work the 4 p.m. to 1 a.m. PT shift, including weekends or holidays as needed

• Experience supporting Japanese customers or working in a bilingual environment
• Familiarity with e-commerce, SaaS, or tech support
• Knowledge of cultural nuances in Japanese customer service

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.