Japanese/English Bilingual Community Specialist
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Every day, Kickstarter receives hundreds of inquiries from community members varying from basic site usage, to the Kickstarter ethos, and the technical and logistical aspects of backing or creating a project. The Community Support and Integrity teams are responsible for helping our community use the site and ensuring the health of the platform. We also monitor the activity on our site to ensure that all projects meet our rules, and that our community of creators and backers are abiding by our community guidelines.
We’re looking for a bilingual Japanese/English speaker to work cross-functionally across our Support and Integrity teams. On CS, you will answer tickets, help analyze customer satisfaction survey data, and work with the team to improve the support we provide. You will treat each ticket as a personal conversation as well as an opportunity to get closer to and learn from our global community, and package those insights to the rest of the company to inform product and business decisions. On Integrity, you will review project submissions, investigate campaigns for misleading behavior, spot trends, and help develop tools that identify and preempt threats to our ecosystem. Occasionally, you’ll also be asked to provide Japanese translations of site copy, support resources, and other Community-facing content.
You’re passionate about providing great support. You're an excellent writer, and a strong communicator across all mediums, with a knack for presenting complicated information in a way that everyone can understand. You have a positive attitude and a deep capacity for empathy, you approach your tasks with diligence and a sense of urgency, and you sincerely enjoy going the extra mile to make things right and people happy.
You’re good at and enjoy:- Responding to each and every person with empathy
- Communicating simply, elegantly, and effectively, without losing your personality
- Staying organized, juggling tasks and seeking creative solutions
- Keeping calm in the line of fire — nothing gets you down
- Using critical thinking and deduction to recognize patterns in an ocean of information
- Working independently as well as in a team
- Native fluency in Japanese
- Keen understanding of Japanese culture and communication norms
- Native or strong fluency in English
- Previous experience handling web-based support
- History of providing excellent customer service
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