Customer Support Specialist with Japanese

Role overview

A customer support specialist fluent in Japanese is needed to handle inquiries for a Fin Tech-related service on a JST-aligned schedule. The role is long-term and fixed-schedule, focused on email, chat, and contact-form support, with light administrative work and content-maintenance duties connected to a partner trading platform.

• Respond to client inquiries, requests, and complaints in Japanese via email, chat, and contact forms.
• Prepare detailed, content-rich responses following process-specific manuals.
• Handle administrative tasks such as customer registration and keeping communication records up to date.
• Test new products and features before release and review Japanese translations for quality.
• Maintain FAQs, news content, and chatbot answers, and help fine-tune automated replies.
• Escalate issues, errors, or emergencies such as server downtime or failed transactions to the team lead or relevant department, and reproduce reported issues on the trading platform when needed.

• Native-level Japanese (N1) with strong written communication skills.
• English at minimum B2 for cross-team communication.
• Some prior customer service experience.
• Comfortable working JST hours, Monday to Friday 9:00–17:00, on a long-term, fixed basis.
• Solid computer literacy and a proactive, can-do attitude.
• Clear, empathetic communication style with both clients and colleagues.

• Willingness to learn trading platforms and use AI tools to speed up routine work.
• Experience working in multicultural, remote teams.