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 You should have a proven track record of excellent customer support. You will also be required to learn and understand our products and services inside and out, which will require a degree of curiosity and technical understanding. Lastly, you should be a very hard worker, professional in how you interact with customers, and deeply committed to helping users. As a member of the Customer Support Team, you have a knack for problem-solving in a fast-paced environment—always ready to dig in, troubleshoot, and solve any technical matter that our customers may face. Dialpad’s Customer Support team plays an essential role in helping customers via all relevant communication channels. This team collaborates closely globally with higher-tier Customer Support, Engineering, Customer Success, Product, and Sales teams to continuously improve the customer experience. Skills you’ll bring Minimum of 3 years in customer support (additional work experience in a technical field is preferred). Respond to customer inquiries about technical issues with the Dialpad product across all relevant communication channels. Resolve and troubleshoot customer issues, both simple and complex. Engage with customers to quickly get to the root of their problem. Provide timely and accurate customer feedback. Manage multiple cases and communication channels simultaneously (call center, email, chat). Proficiency in Windows/Mac OS. Attention to detail and strong problem-solving skills. Good written and verbal communication. Handle user inquiries ranging from simple product questions to more complex technical support issues. Troubleshoot customer issues, escalate bug reports, and work to drive issue resolution. Maintain or exceed our established service levels and productivity standards. Passion for learning and working effectively with a variety of multicultural internal teams. Able to work Japan hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions. Respond to on-call and address issues or incidents outside of regular working hours Experience with telecommunication or SaaS providers required. Excellent internet connectivity required. Why Join Dialpad Work at the center of the AI transformation in business communication…