Customer Support Specialist at Moneytree

At Moneytree, we are dedicated to helping people make the most of financial services by empowering them to control and share their own financial data. Our infrastructure service, MT LINK, is widely trusted by major financial institutions like Mizuho Bank, Sumitomo Mitsui Banking Corporation, and Japan Post Bank, as well as leading accounting firms across Japan and Australia. We also take great pride in our personal finance app, Moneytree, which is used and trusted by people all over the world. We believe in fostering a culture of trust, professional growth, and flexibility, providing you with the tools you need to do your best work.

What is this role?

We are looking for a Senior Customer Support Specialist to join our team on a full-time, remote basis. This is a senior-level position where you will play a vital role in ensuring our clients have a seamless experience with our products. We value autonomy and professional excellence, and we offer a flexible work environment where you can manage your own time and location effectively.

What will you do?

• Engage directly with our customers to address their questions, concerns, and technical issues, always looking for ways to provide proactive and effective solutions.
• Collaborate closely with our product team by reporting technical bugs, tracking their progress, and contributing to the overall quality of our services.
• Develop and maintain internal knowledge bases and FAQ resources to improve support efficiency and empower our customers.

What makes you a great fit?

To succeed in this role, you should be a clear communicator who can handle customer interactions with professionalism and patience. We are looking for someone who is self-motivated and enjoys working within a collaborative team environment. You should have a strong grasp of IT fundamentals and a willingness to learn quickly.

Required Skills:

• Excellent verbal and written communication skills in Japanese.
• Proficiency in English reading and writing, or a strong desire to learn, as many of our team members are English speakers.
• A proactive approach to problem-solving and a flexible mindset.

Preferred Experience:

• Previous experience in technical support or customer service.
• Familiarity with financial retail products in Japan.
• Technical knowledge including APIs, web client/server technologies, and authentication schemes like OAuth 2.0.
• Experience using Jira or similar service desk tools.
• A background in technical troubleshooting or working with application logs.

What's in it for you?

We are committed to providing a supportive work environment that respects your professional needs. You will benefit from:

• The freedom and flexibility of remote work.
• A culture that prioritizes your professional growth and continuous learning.
• Access to high-quality tools to help you perform at your best.