Provide multilingual customer support via email, chat, and community channels; track shipments, handle returns, and resolve order issues by coordinating with fulfillment partners; learn product SKUs and fulfillment flows; improve support workflows, documentation, and FAQs; participate in initial hands-on warehouse training.
Job Title: Customer Support Specialist (Japanese Main / English Plus)
Location: Fully Remote (Anywhere in Japan)
Company: Rove Lab
Employment Type: Full-time / Contract
About Rove Lab
At Rove Lab, we are passionate about innovation and delivering exceptional experiences to our users. We are looking for a dedicated, remote Customer Support Specialist based in Japan who is ready to provide world-class service and scale their career alongside us. If you are a self-starter who loves solving problems and wants to grow with a modern, flexible company, this role is for you.
The Role: What You’ll Do
Your primary mission is to ensure our customers have a seamless, delightful experience. You will become an expert on our product catalog, SKUs, and fulfillment logistics to resolve customer inquiries quickly and accurately.
- Delight Customers:
Respond to customer inquiries via email, chat, and community channels with empathy, clarity, and speed. - Master Our Operations:
Learn our product SKUs, inventory, and fulfillment flows inside out to provide highly accurate support. - Problem-Solve & Coordinate:
Track shipments, handle returns, and resolve order issues by coordinating with our fulfillment and warehouse partners. - Grow with Us:
Help build and optimize our support workflows, documentation, and FAQs as the company scales.
Who You Are (Requirements)
- Language Skills:
Native or Fluent Japanese
(written and spoken) is required.
Business-level English
is a strong plus! - Location & Travel:
Currently residing in Japan. This is a
fully remote position
, but you must be willing to travel 1–2 times at the beginning of your employment for hands-on warehouse training to learn our physical fulfillment flow. - Experience:
1–2 years of experience in customer support, e-commerce operations, or retail. - Remote Champion:
Highly self-motivated, disciplined, and comfortable working independently in a remote environment.
Nice-to-Haves (A Big Plus!)
- Experience managing customer support, orders, or operations on platforms like
Shopify, Amazon, Rakuten (樂天),
or
LINE
. - Prior experience dealing with physical inventory, SKUs, or e-commerce logistics/fulfillment.
- Familiarity with helpdesk tools like Zendesk, Intercom, or Notion.
What We Offer
- 100% Remote Work:
Work from the comfort of your home, anywhere in Japan. - Hands-on Onboarding:
We will cover travel expenses for 1–2 trips to our warehouse at the start for comprehensive, in-person training so you feel fully supported. - Growth Opportunity:
A clear path to step up into operations, logistics management, or leadership as Rove Lab expands. - Vibrant Culture:
A supportive, international team that values autonomy, open communication, and career growth.
How to Apply
If you are ready to master our product flow, deliver amazing customer service, and grow your career with Rove Lab, we want to hear from you!
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