About the Team The Customer Support team’s mission is to help our customers quickly solve their problems, so they can efficiently use Miro to co-create the next big thing. We strive to provide the highest quality of service with a sense of empathy and passion, and exceed our users' expectations by always thinking one step ahead when providing solutions. With varying degrees of technical expertise, our team members gain and grow skills to deliver enterprise-grade support experience. The Sydney team plays a major role in Miro's Customer Support organization, assisting users from the whole Asia Pacific region as well as ensuring continuous coverage for our global customers. With 5 different support hubs around the globe, we all work together to play as a team to win the world! About the Role This role is open as we grow the team to meet demand in our region, including the Japan market. At Miro, we’re a diverse team that takes pride in offering our customers a product, experience, and support in their language. You will be working with the global team to expand our support offering while gaining skills in troubleshooting, technical expertise, problem-solving, and effective communication via email, chat and some occasional scheduled calls. We will provide a comprehensive onboarding and enablement program to ensure you have the technical mastery and product expertise to succeed in the role. Mironeers work in a hybrid model, with 2 days a week in our vibrant CBD hub as our baseline. We would love the person who accepts this role to live in Sydney and participate in hub activities and office culture where possible! However, we are flexible with working from home when needed. What you’ll do Critically analyze and respond to customer inquiries related to using or administering the Miro products Proactively ensure the stability of Miro’s major functions and systems in seamless collaboration with product and engineering teams Become a Miro expert, using the product daily and acquiring a strong knowledge of our workflows and internal systems Collaborate within the team and cross-functionally to support broader business objectives Lead or participate in projects to improve our support delivery or wider company processes What you’ll need 1-3 years of experience in a customer-facing, ideally support-related role (SaaS experience is a major plus) Native or JLPT N1-level Japanese (with high proficiency in Keigo) and fluent English. Ability to troubleshoot problems, find answers to customer issues, and articulate complex solutions A proactive mindset with personal accountability for the customer journey A team-player attitude; you enjoy supporting others and contributing to a shared goal What's in it for you We want you to feel supported, connected, and ready to grow. Our global benefits package generally includes equity, a wellbeing benefit, a WFH equipment allowance, and an annual Learning & Development stipend. Join a diverse team where you can do your best work. Full benefits may differ per location. If you would like to learn more about location-specific benefits, please refer to our Global Miro benefits board .
