About Us:

The Company:
Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

The Product:
Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role:

You’ll become a subject matter expert on multiple applications and provide exceptional customer service to both technical and non-technical customers. Your responsibilities include responding to customers in a timely, efficient, accurate, and empathetic manner, while supporting a wide range of technologies. You’ll investigate application issues and resolve customer problems using exceptional critical thinking and adhering to our established processes. Additionally, you’ll contribute to internal documentation to develop best practices, enhance team processes, and facilitate peer-to-peer training. Reassigning or escalating cases as needed will also be part of your role.

About You:

To excel in this role, you’ll:

• Possess a minimum of 2 years' experience working in customer service or support roles
• Demonstrate technical proficiencies in:
  • HTML and CSS
  • Ecommerce platforms such as Shopify and Magento
  • Integration-related technologies and API
• Showcase previous experience in the marketing industry
• Excel at investigating, troubleshooting, and resolving complex issues with your advanced problem-solving skills
• Be an excellent communicator, well-organized, and patient, adapting effortlessly to various customer situations
• Be bilingual in English/Japanese

Why Us:

"Working as a Product Expert at Dotdigital has been nothing short of an incredible experience. Working with the team is a delight every single day. Not only do we have a lot of laughs together, but we have everything we need to grow as both individuals and as a team. Whether it’s the ongoing help and support from management, or the copious amounts of training we have access to, there is a real sense of encouragement within the team to be the best we can be. I could not be prouder to work with such a brilliant bunch of people!"
Gemma, Product Expert (Tier 1)

Interview Process:

1. 15 min Screening Call with Team Talent
2. Stage 1 interview (virtual) with Manager and Lead
3. Stage 2 interview (virtual) with:
   1. Director of Operations - APAC
   2. Country Lead and Head of Japan
   3. Director of Support & Customer Service
   4. HR BP - APAC
      

DEI commitment:

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.

Legal statement:

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.