Customer Support Specialist

About KOMODO

KOMODO works on products that shape the gaming and manga industries of the future. Our experience and talent enable us to bring revolutionary hardware like the Steam Deck to markets in Asia, develop and publish original games on Steam and consoles, and build a community of language learners around the globe with our upcoming manga platform.

We are a creative, passionate, and diverse team that loves introducing the world to something new with each of our products. We believe people are at their best when they play, and play is central to everything we do. If you have a passion for gaming and manga, we are the team to be on. If this sounds interesting, we are now hiring in our Tokyo and Honolulu studios and would love to hear from you!

The Opportunity

We are looking for a Customer Support Specialist to join our team, based in our Honolulu studio. You will respond to inquiries from customers in English and Japanese about the Steam Deck portable gaming PC, games, and upcoming manga-related projects. You will be responsible for assisting customers with questions about purchasing, payment, delivery, returns and exchanges, and other issues so that they can purchase and use our products with peace of mind. You must also have the ability to respond to irregular consultations and questions in a flexible, timely, and courteous manner. 

A successful candidate will be a lifelong learner with an interest in Japanese and Hawaiian culture. You have the ability to listen and understand what the customer’s needs are and provide them with the best solution. As a team member, you will not only handle inquiries from customers, but also have the opportunity to collaborate with various departments and provide operational support, including software-related, marketing, and logistics. Occasionally, the members even participate as event staff for live events.

The above is just one example, but KOMODO offers an environment in which you can demonstrate your abilities in more than one area. Therefore, we welcome unique individuals with experience and a willingness to work outside of customer support in a positive and fun environment.

Responsibilities

• Responding to inquiries (via email) regarding online store orders and deliveries
• Management of online store and FAQ content
• Aggregation and analysis of inquiries
• Identifying customer needs and proposing improvements to the company's products and services
• Cooperation with other departments and external parties, and translating texts as necessary

Requirements

Native-level English skills and business-level or higher Japanese skills

• Experience in proposing and improving systems and business processes based on customer trends or feedback to improve customer satisfaction.
• Able to flexibly respond to circumstances by coordinating closely with teams and other departments without relying on individual decisions
• Passionate about the game and manga industries
• Experience in one project for at least 2 years and achieving goals preferred
• Experience in leading or managing a team in any department preferred

Benefits

Here at KOMODO we are just as passionate about our team members as we are with shaping the gaming and manga industries. That’s why we offer excellent private health insurance, lifestyle and fitness benefits, generous paid time off, free games and manga, and free language classes to all of our full-time employees.