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Customer Support Team Leader Candidate
NEWJapan (fully remote, nationwide)Full-timeGlobal
💰 JPY 4,320,000 - 5,760,000/yr
📊 Senior🏠 Remote
RemoteRemote work position availableActivePosted within the last 30 days
Job Description
[AI-summarized by JobStash]
You will manage and improve inquiry response flows, create and maintain email and chat templates, plan and update FAQ and help pages, perform first-line triage and make escalation decisions, monitor support KPIs, and build and train the customer service team. Ensure accurate, consistent operations that meet financial service standards; final compliance decisions are handled by another department.
Requirements
- ●Management experience in a customer service department
- ●Practical experience in the financial industry (banking, securities, payments, funds transfer, etc.)
- ●Experience creating and proofreading customer correspondence
- ●Ability to accurately understand and operate business rules
- ●Understanding of AML
- ●Understanding of CFT
- ●Customer service experience in fintech (preferred)
- ●Knowledge base construction experience (preferred)
- ●Internal control and workflow design experience (preferred)
- ●Basic understanding of cryptocurrency and Web3 (preferred)
Responsibilities
- ●Manage and improve inquiry response workflows
- ●Create and maintain email and chat templates
- ●Plan and update FAQ and help pages
- ●Perform first-line triage and make escalation decisions
- ●Manage support KPIs
- ●Build and train the customer service team
Benefits & Perks
- ●Overtime pay fully provided
- ●Transportation expenses fully covered when commuting
- ●Salary increase system
Tech Stack
help pagechat templatecustomer correspondenceknowledge baseworkflow designKPIinternal controlAMLCFTproject:JPYC株式会社