Associate, Customer Service

UPDATE: This is a remote job that can be applied from anywhere in the world . We put 'Brazil' as the location because told us there were more matches there than in Japan for the keywords in this job post --- Key Responsibilities You are a matchmaker and project manager. We have three products (Calls, Translation, and Transcripts). You will begin on the Calls team. Customer service and client satisfaction are what motivate you to succeed. You begin your tenure at Cadence assisting simple projects, and as you develop further, you will: - Own more complex projects - Own more client relationships - Run teams - Scale up workflows About Us Cadence is a language services firm servicing the due diligence industry. We started in Beijing in 2014 and the types of clients we serve are expert networks, investment firms, consulting firms and market research firms. We are a remote-first company whose staff is located across multiple countries. Each individual is functionally aligned to one of three time zones (APAC, EMEA, Americas). We strive to promote internally whenever possible, so this is a limited opportunity to join a company that values ambitious and efficient professionals keen to develop their career. The Job You will manage multiple projects per day. Projects can begin and end on the same day (”I need an interpreter for a call at 8pm tonight”). Or they can span several weeks (”I am hosting three focus groups in three Chinese cities and need moderators to facilitate the focus groups and translate the output into English”). Here’s how you will interact with a project: Scoping You will speak with clients via email, phone, or WhatsApp about their needs You will work with colleagues to ensure the client’s expectations for quality, speed, and cost are met You will identify colleagues to assist based on the relevant time zones or regions for the project Matchmaking Your top responsibility is to identify the best linguist in our community for the client’s objective You will need to present that linguists’ experience in a relevant way for the project ... or you will need to recruit a new one if there isn’t an ideal match You will need to constantly evaluate profitability and client satisfaction ‍️ Executing You will need to sync up expectations between client(s) and linguist(s) You may need to chaperone calls to ensure they begin successfully You will need to speak with clients after projects to make sure they are satisfied The tools you’ll be using most often are: Salesforce, to coordinate projects Front, a tool that sits on top of Gmail and WhatsApp, to manage client and linguist communications WeCom, to use WeChat to speak with clients and linguists , to research your clients and linguists Slack, to communicate internally Notion, to view our documentation Key Requirements Bachelor’s degree Fluency in Japanese (native) and professional-level English. Fluency in other languages is a plus. Experience with Salesforce or similar CRM systems Outgoing personality with ability to speak to professionals (junior or senior) Excellent written and verbal communication and client service skills Strong organizational and multitasking abilities Ability to work under pressure in a fast-paced environment Ability to work effectively in both independent and team environments Goal-oriented, driven, and highly motivated to succeed & take on challenges Entry-level to intermediate-level candidates are welcome to apply: any relevant work experience is a plus Working Hours & Location You will follow local business hours and holidays This is a fully-remote role where you can work from home (WFH) Compensation & Benefits Competitive salary based on experience and location Healthcare insurance and other health benefits Annual allowance for professional development expenses Work Authorization We are hiring individuals only as contractors currently. Interview Process 1 - submit your CV. 2 - watch your email for instructions on how to submit a video selfie. 3 - have a screening call with our HR team (focus is the role's scope and working arrangement. A short case study is included.) 4 - meet potential co-workers (focus is to discuss your prior work and education experiences) 5 - final-round interview with our COO (focus is on your career fit) bonus round - meet with a recent new joiner to ask any remaining questions