Job Overview:
As a customer support specialist, you are the bridge between our company and our players, ensuring a smooth user experience on our G123 platform. You will be a key player in the rapidly growing global game operations team as we take more of our portfolio into new markets. Working with our internally developed customer service tool, you will engage with players via text chat (no phone calls) to resolve their issues, use feedback to improve our games, and gather valuable market information.
The role
- Respond to user inquiries via online text-based systems in English
- Gather customer feedback and suggestions to improve the end-user experience
- Help resolve issues such as account recovery, payment, requests, bugs, etc.
- Escalate problems to Tech or Game Ops teams (intermediate Japanese required)
- Write copy for in-game updates on new content drops, maintenance and FAQs
- Coordinate with the Japanese customer support team
- Support social media marketing
We offer
- Autonomy and ownership: you can be solely responsible for top-performing games
- Purpose-driven work: The chance to contribute to our growth in the global video game industry
- Career advancement: We offer rapid promotions for those contributing to the international expansion
- Evolving responsibilities: matching your personal skills to build your own path
Requirements
- English : Full professional proficiency
- Japanese : Limited professional proficiency (for escalating and internal communication)
- N3 or equivalent (for escalating and internal communication)
- Passionate gamer with knowledge of video game terminology and language (RPGs)
- Knowledge of Japanese otaku culture
- Ability to empathize with our users and keep a positive attitude
- Can adapt to a fast-paced, multicultural environment where growth and change are constant
Good to have
- Experience in customer service / customer facing / customer success roles
- Ideally text-based customer service experience in English
- Japanese: ideally JLPT N2+, or equivalent
- Japan-related experience
Benefits
- Visa sponsorship
- Free lunch catering (*after 3 months of employment) and breakfast
- Free in-office Starbucks, tea, drinks, snacks, sweets & vitamins/supplements
- Modern office space in the heart of Tokyo, with views of Tokyo Tower and Mount Fuji
- Industry-leading work-life harmony: overtime is rare and discouraged
- Commute expenses covered
- 30,000 yen rent support if you live 2 stops from Roppongi 1-chome or Kamiyacho stations
- Bonus for continuous employment (50,000 yen/month added to base salary after 5 years of continued employment)
- Health insurance
- Diverse & international environment
- Working hours: 10:00 – 19:00, Monday to Friday (in-office)
Interview process: *subject to change depending on situation
Document Screening → Interview (English) → One-day in-office (or remote) assignment → Final interview with HR director or Team Leader → Offer
Salary: 2.7M ~ 3.6M JPY/year base pay (depending on skills and experience), bonus once a year based on company and individual performance
Expected Level Of Experience
Entry level or 1–3 years of experience
About CTW.inc
Founded in 2013, CTW is Japan’s No.1 browser game company. Our primary service is the G123 IP game platform which publishes video games based on famous Japanese IP.
We’ve been experiencing steady growth in revenue in the past few years as our player base has exploded to over 50 million users worldwide.
We must grow quickly to keep up with market demand.
Our CEO founded and named this company with the aspiration to "Change the World." As a fast-growing startup, we hope our team will drive themselves to try new things and accelerate their careers to match the rapid expansion of the company.
Our core values are
- ambition
- drive
- simplicity
With global hits like Vivid Army, Queen's Blade, and many more, we’re looking to go from a market leader in Japan to an industry leader globally!
