About the Role
You'll join our Customer Support team as a fully-fledged support specialist, assisting both our Japanese-speaking users while also supporting our global customer base. Your strong customer support knowledge and excellent communication skills will help Ahrefs users worldwide get the most out of our tools, turning confusion into clarity for complex SEO and product queries.
Responsibilities
- Handle inbound customer inquiries via live chat and email in both Japanese and English, providing clear, concise, and helpful solutions.
- Effectively explain Ahrefs features and complex SEO concepts to users of varying technical proficiency.
- Troubleshoot user-reported issues, identify potential bugs or data discrepancies, and accurately escalate them to product or engineering teams when necessary, translating technical details as needed.
- Contribute to updating and maintaining our Help Center documentation, including localised content for Japanese users.
- Share customer feedback and insights from both Japanese and global users with product, marketing, and engineering teams to inform improvements and localisation efforts.
- Proactively identify opportunities to improve the customer experience and contribute to internal knowledge sharing.
Requirements
Must have
- Native-level fluency in written and spoken Japanese and English
- Proven experience using Ahrefs or a similar advanced SEO platform like Moz, Semrush, etc. day-to-day
- Demonstrated ability to troubleshoot technical issues, differentiate between user error and system bugs, and accurately document/escalate problems
- Strong written communication skills, capable of explaining complex technical topics clearly and concisely to diverse audiences in both Japanese and English
- Experience providing customer support via live chat and email
- The ability to work independently within a remote-first, async communication environment, managing your own time effectively
- Role will include occassional weekend coverage (one Saturday or Sunday fortnightly)
Nice to have
- 2+ years in a customer-facing support or success role, ideally for a SaaS product.
- Basic understanding of web technologies (HTML, CSS, JavaScript) good enough to quickly spot potential website issues.
- Familiarity with tools like Intercom and Slack.
- A good grasp of common SEO challenges and strategies within the Japanese market.
What Success Looks Like
In 6 months
- You're efficiently handling a full queue of customer inquiries in both Japanese and English, consistently maintaining high customer satisfaction ratings (e.g., above 90% CSAT).
- You've effectively contributed to our internal knowledge base, either by documenting common solutions oridentifying gaps in existing support materials.
- You're confidently troubleshooting a wide range of issues and accurately escalating specific problems to the right internal teams without constant supervision.
- You've become a reliable and valued member of the Customer Success team, participating actively in internal discussions and knowledge sharing.
In 1 year:
- You're a recognised product expert, capable of handling virtually any customer query independently and efficiently.
- Your insights from both Japanese and global customers have directly contributed to actionable feedback for product improvements or process optimisations.
- You've taken initiative to improve a specific support process or piece of documentation, demonstrating ownership and a drive to make things better.
- You consistently maintain excellent communication habits, clear ticket resolution, and strong performance metrics across satisfaction, efficiency, and quality.
Why Ahrefs?
We're a lean, multinational startup building an all-in-one SEO toolset that helps people grow their search traffic. We're profitable, proudly bootstrapped, and believe in making decisions, not waiting for permission. If you can make a decision and you don't think it's going to get you fired, just do it. We value simple solutions, technical excellence, and iteration: first make it run, then right, then better. You'll have autonomy to get things done, a direct impact on our product and users, and the chance to work with a global team that prioritises async communication and results over process.
Ahrefs does not engage with agencies or third party recruitment solutions for the roles we hire for. If at any point we need help, we'll let you know!
