Location
Tokyo
Department
Customer Support
Employment type
Fulltime

Customer Support Specialist – Japanese


We’re an innovative bike company with a rapidly expanding team of riders all over the world. We’re currently looking for a Japanese-speaking problem-solver who’ll be the voice of VanMoof for our customers that contact us via email. Sounds good to you? Keep on reading… 

Our Customer Support Specialist are our customers best friend (most days)! A troubleshooter who helps our riders when they need it on their journey from the moment they even think of a VanMoof. You will be there with useful and timely help for any questions concerning the purchase of products or assistance with issues so our riders can get back on their bike as quickly and happily as possible. Increasingly, we want to have as many solutions as possible accessible online, so it will also be up to you to continually update and improve these solutions, and of course to point the customer in the right direction. Finally, you will be the voice of our customer internally, constantly pushing us to be better with our service, approach, and of course our bikes! 

Our ideal candidate is an energetic, pro-active Customer Support talent with excellent communication skills who’ll give every rider stepping into our Tokyo Brand Store a warm VanMoof welcome. 

What you’ll do:

  • You’ll be responsible for accurate and timely resolutions of JP customers sales & support related questions via all channels (primarily email, secondary chat and phone call).

  • You’ll process manual orders from customers. 

  • You’ll assist customers from the first question or give advice till the ordered product is received.

  • You’ll indicate improvements on vanmoof.com or any channel to the Brand Store Manager or directly to the team responsible.

  • You’ll extend in-depth knowledge of the VanMoof products and non VanMoof products that have been or will be sold by VanMoof.

  • You’ll constantly improve the FAQ (both internal and external) and the VanMoof support website.

  • You’ll collaborate with the technical team when technical issues arise.

What you’ll bring:

  • You have at least a 1~2 years of experience in email customer support. Bonus points if you have experience working with high-end products.

  • You have native fluency in Japanese, both written (business level email writing skills) and spoken.

  • You’re flexible to work on weekends (according to your shift).

  • You’re a team player with excellent communication skills.

  • You’re willing to take on challenges with a “can-do” and “give-me-a-problem-and-I’ll-solve-it” spirit.

  • You’re currently based in Tokyo, Japan.

Nice to haves:

  • You have English communication skills, both written and spoken.

  • You are familiar with G suite and/or other office application systems.

  • You have strong willingness to learn and become a “walking dictionary” for all VanMoof bikes

What you’ll get:

  • 15 holiday days plus 5 days new year vacation

  • Annual bonus scheme

  • Your very own VanMoof bike (lend-lease)

  • Transportation allowance (max. ¥20,000/month)

  • Laptop, screens, and software tools

  • Insider experience in a rapidly-growing international company

  • A space for you to grow your entrepreneurial skills

About us:

We’re making it our mission to get the next billion on bikes. Truly city-proof, our rides shrink long commutes, scare off bike thieves, and amplify your pedal power. We’re riding the future together. Are you in?

Job descriptions are difficult to interpret. We understand you might not tick all of the boxes above. The truth is, we don’t either. If you feel excited about our upcoming challenges, we encourage you to apply now.

Let us get to know you a bit better. We’ve also got a few additional questions for you.

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