Support Specialist (Complaints)

TL;DR

Support Specialist (Complaints): Managing formal customer complaints and ensuring fair, transparent resolution processes with an accent on regulatory compliance and root-cause analysis. Focus on investigating complex issues, collaborating with internal product teams, and maintaining high-quality service standards.

Location: Must be based in Japan (Tokyo office or remote within Japan).

Company

A global financial super app providing spending, saving, and investment services to over 75 million customers worldwide.

What you will do

• Handle incoming formal complaints within strict regulatory deadlines.
• Identify, analyze, and resolve customer issues to prevent recurrence.
• Develop and improve internal complaint-handling procedures.
• Collaborate with Product and Quality Assurance teams to ensure effective resolution.
• Maintain accurate data archives for regulatory reporting and compliance.
• Contribute to a culture prioritizing fair treatment of customers.

Requirements

• Bachelor's degree (provisional certificate required).
• 18+ months of customer service experience.
• English: C1+ level required.
• Japanese: C1+ level required.
• Strong analytical, numeracy, and IT skills.
• Ability to explain complex issues clearly and empathetically.

Nice to have

• Investigative experience.
• Background in retail customer service or insurance.

Culture & Benefits

• Opportunity to work in a fast-growing, multicultural global environment.
• Clear career progression paths within the company.
• Inclusive workplace with a focus on diversity and employee experience.
• Certified Great Place to Work environment.