Customer Success - International Support (Japanese Language Skills Preferred)

At Zonos, we provide scalable technology to simplify the complexities of international commerce, making it accessible to everyone. We create products that empower businesses to take full control of their cross-border trade experience. Our SaaS solutions remove the headaches of global trade with APIs and software that deliver the tools and data businesses need to scale worldwide — including the only true landed cost solution on the market. If you’re looking to join a fast-growing company with a strong mission and vision that puts people first, we’d love to meet you.

Overview

We are looking for a Customer Success Specialist to join our Gold Coast team in supporting our international postal partners. This is an ideal starting role for anyone excited to launch their career in international business, supporting global postal partners, and learning the ins and outs of cross-border trade. You’ll work directly with our Customer Success team to provide excellent service to Posts, helping them get set up on our platform, answering day-to-day questions, and ensuring they succeed with Zonos’ solutions.

This is a full-time, in-office role supporting our APAC team in Gold Coast. Because our partners span multiple time zones, work hours may be slightly staggered from standard business hours once initial training is complete.

What you’ll do...

• Assist as Posts and their customers onboard onto Zonos’ solutions by guiding them through setup steps and answering questions.
• Provide timely, professional responses to incoming support requests via email, chat, and calls.
• Help troubleshoot issues by gathering information and coordinating with technical teams as needed.
• Monitor customer usage and flag opportunities to improve adoption or prevent problems.
• Keep documentation and notes updated so the team has accurate records of customer interactions.
• Partner with Customer Success Managers to learn best practices and gradually take on more responsibilities.
• And more!

You could be a strong addition to the team if you...

• Japanese language skills strongly preferred; additional language skills are a plus.
  
• Are based in the Gold Coast and want to work in-person.
• Have strong technical aptitude and can quickly become a power user of new software.
• Have experience or interest in logistics, e-commerce, cross-border trade, SaaS, or Customer Success.
• Are a strong, concise writer.
• Genuinely care about and empathize with customers.
• Have a passion for solving complex, process-driven problems.
• Are self-motivated and eager to tackle new, challenging projects.
• Never give up, and use creativity to overcome obstacles.

What we offer:

• Target Compensation range of $20-27: Actual salaries will vary based on various factors such as education, experience, training, scope, etc. The salary noted is just one component of our total compensation package.
• Medical, Dental, Vision, & Life - we pay 100% of the employee premium for full-time
• Paid leave for maternity, paternity, and other life events
• 401k retirement plan with generous company match
• Flexible time off - we require all our Zonuts to take a minimum of 2 weeks off per year. Take some time to relax!
• Employee Assistance Program
• 1 month paid time off at 5 year anniversary
• Weekly company lunch

Life at Zonos

Welcome to the Gold Coast, where the sun shines bright, the beaches are world-class, and adventure is right at your doorstep! Famous for its stunning coastline, vibrant nightlife, and lush hinterland, the Gold Coast offers endless opportunities for surfing, swimming, hiking, and exploring nature.

As a Zonut, you’ll be part of our growing team in Varsity Lakes, Gold Coast. At Zonos, we are always striving to be a great company, not just a big company. We continuously cultivate an environment of collaboration and teamwork, where our APIs and core values are the living, breathing heartbeat of everything we do.

Here at Zonos we are committed to cultivating a team of ambitious and innovative people who are hungry and willing to stretch and grow. International trade is complicated and working at a growing cloud technology company is hard, but we are here to support your learning and development. For these reasons, if you are uncertain about applying, we encourage you to do so even if your experience doesn't exactly match the job description. We welcome diverse perspectives from people who think outside the box and aren't afraid to challenge assumptions. Come join us!