Customer Support Representative, Tier 1

About Dialpad
Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.

Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

Being a Dialer
At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role
As a Product Support Representative, T2, you’ll own escalated customer interactions and our collective T2 knowledge base. You’ll work closely with our Engineering team to further refine the product. You’ll also help create knowledge base articles that will provide our overall support team with additional troubleshooting resources.

The Customer Experience (CX) Organization is focused on delighting customers at every touchpoint. We are dedicated to understanding and meeting the evolving needs and expectations of our customers. We are committed to working collaboratively to deliver seamless and memorable interactions. Dialpad’s Product Support Representative, T2, will provide excellent technical assistance to serve our customer base and Tier 1 team. In this role, you’ll combine troubleshooting skills, a willingness to learn, and a knack for curiosity to help the team reach its goals. Dialpad’s Product T2 team plays an essential role in delivering a positive experience to our customers and fellow internal teams.

This position reports to our Manager, Product T2, and offers the opportunity to work at our Tokyo, Japan office.

What You’ll Do

• Own and manage escalated customer issue reports.
• Partner with our Engineering, Product Management, and Support Leadership teams to resolve complex technical issues and bugs.
• Become an expert in the product, utilizing all of the resources at your disposal.
• Replicate and document reported issues/workflows, and explore potential workarounds.
• Provide coaching opportunities to our Support Development team.

Skills you’ll bring 

• A minimum of 6 years in Customer Support (additional work experience in a technical field is preferred).
• Ability to troubleshoot complex technical issues and escalate bug reports.
• Ability to tailor your communication style to varying levels of technical understanding.
• Manage multiple cases and communication channels (Email, Internal channels, Video Meetings).
• Willingness and excitement to learn the product, teach others, and play an instrumental role in helping us improve.
• Effective communication skills across a variety of internal teams and stakeholders.
• Ability to speak Japanese and English fluently.

Why Join Dialpad

• Work at the center of the AI transformation in business communications
• Build and ship agentic AI products that are redefining how companies operate
• Join a team where AI amplifies every employee’s impact
• Competitive salary, comprehensive benefits, and real opportunities for growth

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply. 

 Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.