Customer Support Specialist, fluent in Japanese
Hong Kong, Hong Kong, China

At PitchBook we work to provide global professionals with comprehensive data on the entire venture capital, private equity and M&A landscape so they can discover and execute opportunities with confidence.

We credit our success and rapid growth to our cutting-edge products, customer centered attitude and ability to embrace and drive change.

In just over a decade, PitchBook has reached over 2,100 global employees with offices worldwide, and we're not slowing down! Consistently recognised as a Best Place to Work, our culture is at the heart of our success and is driven by excellence, inclusion and fun.

At PitchBook we're committed to fostering an open and collaborative work environment.

About the Role :

Customers are King! Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook.

Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook platform.

As a Customer Support Specialist, you will provide direct customer support via phone, email and chat to existing PitchBook clients.

You will work with the support team to troubleshoot customer issues and ensure the best possible customer experience. You work at the front lines, providing real time assistance to clients in need.

Customer experience pain points you identify will inform product improvements and allow PitchBook to optimize the platform for customers worldwide.

Primary Job Responsibilities :

  • Complete a comprehensive training program to prepare for responding to live customer issues
  • Achieve contact volume and quality goals measured quarterly
  • Respond to chat, phone and email contacts from customers
  • Communicate effectively, both written and verbal to ensure smooth resolution of customer issues
  • Work collaboratively with other support specialists to share learnings
  • Work continuously to document the details of each interaction in Salesforce in order to easily research customer issues and to inform product improvements
  • Partner with global teams to ensure continuous support availability during required business hours
  • Complete training program to develop proficiency with Excel, Salesforce and public data plugins in order to be promoted to Tier 2
  • Skills and Qualifications :

  • A proven track record of a client first attitude and you must love to engaging with customers
  • Business fluency in English and Japenese
  • Prior experience with Salesforce or similar CRM preferred
  • Have excellent verbal and written communication skills with a keen eye for detail
  • Interested in financial markets or services, particularly private equity and venture capital
  • Ability to operate with a strong sense of urgency and deliver results
  • Have terrific prioritization skills to high call volume in parallel with project work
  • Comfortable to engage with a diverse array of customers
  • Team player with the desire to try new ideas in order to achieve greater levels of success
  • Have a Bachelor's degree or similar
  • Knowledge of the MS Office suite including Outlook, Word and Excel
  • If you are ready to start the conversation about how you might contribute to all the happenings at PitchBook, submit your resume today! PitchBook appreciates and respects diversity, and as such, we are an equal opportunity employer.



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