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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 incoming 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 and responding to 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 accurately in Salesforce, identify recurring issues to inform process improvements, and work cross-functionally with Product and Engineering teams to resolve technical issues while acting as the Voice of the Customer.
Additional duties include maintaining and improving internal knowledge base resources, meeting team KPIs around ticket response time and customer satisfaction, and contributing to continuous improvement of support processes.
You will report directly to the Customer Support Lead and work in a collaborative, high-performing team environment. The role requires Japanese fluency (written and verbal), 1–3 years of customer support or customer-facing experience, and a BS degree (preferably in a scientific discipline). Experience with ticketing systems and Salesforce is expected; prior laboratory or life science industry experience (pharma, biotech, CRO, academic) is a plus. You must be comfortable working independently in a fully remote environment during PST business hours, managing multiple open tickets simultaneously, and explaining complex topics to non-technical audiences. Familiarity with biopharma operations, drug discovery, R&D outsourcing, AI tools (Claude AI preferred), and JIRA is advantageous. Willingness to travel 1–2 times per year is required.
