Customer Success & Business Operations Specialist - Japanese bilingual

About Pasona N A, Inc.

Our Philosophy

Based on our philosophy at the Pasona Group of solving the problems that society faces, Pasona N A, Inc. aims to create a society where people can enjoy their lives authentically with “Inspire Every Life Journey to Thrive” at our core.

We support individuals as a partner in success through the various stages of life, turning challenges into fulfillment and reward, thereby maximizing each person’s potential.

We walk together, share joy together, and contribute to the realization of a better society and the happiness of people.

Lead the Change, Unlock Your Potential.

Learn more about careers at Pasona N A, Inc.: https://www.pasona.com/en/career/

Job Overview:

Pasona has recently launched Sphere Navigator, an AI-powered global mobility support platform designed to help expatriates and their families navigate life abroad with confidence and peace of mind. The service combines easy access to company HR policies, local laws, and essential living information with personalized human support when needed. This position is to play a key role in the commercialization, operation, and growth of this new service.

This position serves as a central link among clients, project teams, and internal stakeholders, supporting seamless service delivery and an exceptional customer experience. Key responsibilities include client communication, onboarding support, day-to-day service operations, project coordination, and process standardization. The role also contributes to continuous service improvement by translating customer feedback into actionable enhancements and helping establish scalable operational processes.

Key Responsibilities:

1. Client Relationship & Customer Success:

• Serve as the primary point of contact for client inquiries, service requests, and ongoing support, ensuring prompt and professional communication.
• Coordinate with internal stakeholders to provide accurate information, timely follow-up, and effective issue resolution.
• Lead client onboarding, platform orientation, and training to promote successful adoption and ongoing utilization of Sphere Navigator.
• Build trusted client relationships by understanding client needs, identifying potential challenges, and proactively recommending solutions.
• Monitor client engagement and service utilization to identify opportunities to improve customer satisfaction and retention.
• Collect and organize client feedback, share insights with relevant teams, and translate feedback into actionable service improvements.

2. Service Delivery & Project Coordination:

• Coordinate day-to-day service delivery, ensuring consistent quality, responsiveness, and a positive customer experience.
• Manage client requests, service cases, and follow-up activities, including coordination of personalized human support when needed.
• Take ownership of planning, execution, and coordination for assigned service initiatives and small- to mid-sized projects.
• Track project milestones, action items, deliverables, and deadlines to ensure timely execution.
• Prepare progress reports, service updates, meeting materials, and other relevant documentation.
• Facilitate effective communication among clients, internal teams, external service partners, and management.
• Identify operational risks, service issues, and potential delays, and collaborate with stakeholders to develop appropriate solutions.

3. Business Operations & Continuous Improvement:

• Develop and maintain operational manuals, service procedures, workflows, and process guidelines to support consistent and scalable service delivery.
• Establish and improve operational processes to enhance service quality, efficiency, and customer experience.
• Identify recurring issues, operational bottlenecks, and opportunities for automation or process optimization.
• Support the implementation of standardized workflows, best practices, and quality control measures.
• Leverage generative AI and digital tools, including Microsoft Copilot and ChatGPT, to improve operational efficiency, information management, documentation, and customer support.
• Monitor operational performance and service quality, and recommend improvements based on customer feedback and service data.

4. Service Development & Business Growth Support:

• Support the commercialization and growth of Sphere Navigator by contributing to service development, operational readiness, and business expansion initiatives.
• Collaborate with internal teams to identify customer needs, market opportunities, and potential service enhancements.
• Provide insights from customer interactions and service operations to support product development and feature improvements.
• Assist in developing service materials, client presentations, demonstrations, and other resources to support business development activities.
• Support initiatives to increase client adoption, engagement, and retention.
• Contribute to building scalable service delivery models and operational capabilities as the business grows.

Qualifications:

1. Required:

• Professional proficiency in reading, speaking, and writing in both Japanese and English is required.
• Three or more years of professional experience in customer success, client services, business operations, project coordination, service delivery, or a related field.
• Demonstrated ability to independently manage client relationships, coordinate multiple priorities, and drive projects or operational improvement initiatives.
• Strong communication, interpersonal, and relationship-building skills, with a customer-focused and service-oriented mindset.
• Strong analytical and problem-solving skills, with the ability to identify customer needs, address operational challenges, and recommend practical solutions.
• Ability to work effectively in a growing business environment, adapt to changing priorities, and proactively contribute to service development and process improvement.
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks, deadlines, and stakeholders.
• Proficiency in Microsoft 365 applications, including Excel, PowerPoint, Outlook, and Teams.
• Familiarity with generative AI tools, such as Microsoft Copilot and ChatGPT, and the ability to leverage digital technologies to improve workflows, productivity, and service quality.

2. Preferred:

• Experience leading small- to mid-sized projects.
• Experience standardizing operations and improving business processes.
• Experience delivering client onboarding or training programs.
• Experience supporting the implementation of SaaS products or IT services.
• Experience using Power Platform, Copilot Studio, or similar tools.

* Hourly: $25.00-$33.00 + Profit Sharing

* Location: Office-based Hybrid work in Torrance, CA / San Jose, CA/ New York, NY/ Chicago, IL / Houston, TX / Atlanta, GA/ Remote candidates may be considered for highly qualified applicant.

* Work Hour: 9:00am -6:00pm

* Work schedule: Monday-Friday (40 hours/week)

* Benefit: Medical, Dental, Vision, 401k with Matching, PTO, Holidays, Short-term/Long-term Disability, and more.

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