Customer Support Specialist

About KOMODO

KOMODO is a company that delivers innovative products and services shaping the future of the gaming and manga industries.

We are expanding Steam Deck sales across Asia, developing and publishing original games, and now, bringing "NIUHI"—a platform that directly connects manga creators with fans—to the world. To achieve this, we are looking for passionate and skilled individuals to join our team!

At KOMODO, we are a diverse and passionate team dedicated to delivering new value to our customers. If you share our enthusiasm for games and manga, come be a part of a dynamic business expanding new products into the Japanese, American, and Asian markets. KOMODO offers the perfect environment where you can seek a role where you can directly contribute to the development and see the impact of your work.

Join us in shaping the future from our Tokyo, Honolulu, and Seoul offices. We look forward to your application!

The Opportunity

We are looking for a Customer Support Specialist to join our team, based in our Honolulu studio. You will respond to inquiries from customers in English and Japanese about the Steam Deck portable gaming PC, games, and upcoming manga-related projects. You will be responsible for assisting customers with questions about purchasing, payment, delivery, returns and exchanges, and other issues so that they can purchase and use our products with peace of mind. You must also have the ability to respond to irregular consultations and questions in a flexible, timely, and courteous manner. 

A successful candidate will be a lifelong learner with an interest in Japanese and Hawaiian culture. You have the ability to listen and understand what the customer’s needs are and provide them with the best solution. As a team member, you will not only handle inquiries from customers, but also have the opportunity to collaborate with various departments and provide operational support, including software-related, marketing, and logistics. Occasionally, the members even participate as event staff for live events.

The above is just one example, but KOMODO offers an environment in which you can demonstrate your abilities in more than one area. Therefore, we welcome unique individuals with experience and a willingness to work outside of customer support in a positive and fun environment.

Responsibilities

• Responding to inquiries (via email) regarding online store orders and deliveries
• Management of online store and FAQ content
• Aggregation and analysis of inquiries
• Identifying customer needs and proposing improvements to the company's products and services
• Cooperation with other departments and external parties, and translating texts as necessary

Requirements

Native-level English skills and business-level or higher Japanese skills

• Experience in proposing and improving systems and business processes based on customer trends or feedback to improve customer satisfaction.
• Able to flexibly respond to circumstances by coordinating closely with teams and other departments without relying on individual decisions
• Passionate about the game and manga industries
• Experience in one project for at least 2 years and achieving goals preferred
• Experience in leading or managing a team in any department preferred

Benefits

• 17 Observed Holidays
• Additional Holidays (Birthday Holiday, Game Launch Day Holiday, Summer Holiday - 5 business days, and a Winter Holiday - 7 business days)
• 12 days of PTO
• HMAA Medical Plan where we pay the full premium for you and all enrolled dependents
• Group Life, AD&D, and FSA 
• Language Learning Free classes (Japanese, English)
• Company Events
• A Steam Deck will be provided to employees for their employment.
• Free Games and Manga

Some benefits will be available after the completion of the probationary period.