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Salary: USD 65,000 - 80,000 / annual
Science Exchange is seeking a Customer Operations Analyst with Japanese language fluency to join their Customer Operations team. You will serve as a frontline support resource for enterprise Japanese clients and other customers, managing support tickets in Salesforce, troubleshooting platform issues, and ensuring a seamless experience for both requesters and suppliers on the Science Exchange platform.
Key responsibilities include managing incoming customer support tickets with high quality and timeliness, handling Japanese concierge requests to help users identify appropriate CROs for outsourced projects, troubleshooting and resolving customer issues with escalation to the Customer Support Lead as needed, and serving as a knowledgeable point of contact for Japanese enterprise customers. You will help onboard new Japanese-speaking users, document all interactions in Salesforce, identify recurring issues to inform process improvements, and work cross-functionally with Product and Engineering teams to resolve technical issues while representing the Voice of the Customer.
You will contribute to maintaining and improving internal knowledge base resources, meet team KPIs around ticket response time, resolution time, and customer satisfaction, and help identify inefficiencies and suggest solutions.
Required qualifications include fluency in Japanese (written and verbal), 1–3 years of experience in customer support or customer-facing roles, a BS degree (preferably in a scientific discipline), experience with ticketing systems (Salesforce preferred), strong written and verbal communication in English and Japanese, and ability to manage multiple tickets simultaneously. Prior laboratory or life science industry experience in pharma, biotech, CRO, or academic settings is a plus. You should be comfortable working independently in a fully remote environment during PST business hours, familiar with biopharma operations or R&D outsourcing, comfortable with AI tools (Claude AI preferred), and willing to travel 1–2 times per year.
