Customer Support (Manager / Member)
Background
bitFlyer aims to deliver services that combine strong security with high customer satisfaction while responding to rapidly changing laws and user needs. The customer support division handles a wide range of work, from responding to inquiries to account management and regulatory compliance, and we need to further raise the quality and precision of our customer-facing operations. In this position, we are looking for someone who can drive operational improvements and quality enhancements and contribute to a better customer experience.
Responsibilities
Managing inquiry channels and improving response quality
Screening for account openings and related operations
Ongoing customer management (KYC/AML) based on the Act on Prevention of Transfer of Criminal Proceeds and other laws
Operations related to deposits and withdrawals of fiat currency and crypto assets
Managing outsourcing partners and improving their operations
Designing and monitoring KPIs and planning improvement measures
Research related to the Financial Instruments and Exchange Act, the Act on Prevention of Transfer of Criminal Proceeds, and other laws, and handling matters with authorities and industry associations
Scope of change in duties: After joining, you may be reassigned to any duties designated by the company.
- Required Skills & Experience
■Japanese (native level)
■Hands-on customer support experience at a financial institution (crypto asset exchange, securities firm, bank, FX broker, etc.) (3+ years)- Preferred Skills & Experience
■English (business level)
■Experience building and improving customer support or customer management operations
■Experience planning and operating the introduction or renovation of systems and business tools
■Experience handling matters with the Financial Services Agency, Ministry of Finance, and industry associations- Who We Are Looking For
- bitFlyer is a multinational team of professionals, bringing together talented members from around the world. We are looking for people who, regardless of age or nationality, think and act with passion and turn ideas into results. We are fully committed to creating the future of next-generation finance and blockchain.
- Salary
■Expected annual salary: ¥5,000,000–¥10,000,000
※Includes a fixed overtime allowance for 45 hours per month
※Determined based on experience, skills, and most recent annual compensation
■Monthly salary breakdown
Base salary: ¥308,167–¥616,434
Fixed overtime allowance: ¥108,500–¥216,900 (for 45 hours)
※If fixed overtime hours are exceeded, additional premium pay is provided for overtime, late-night, and holiday work
※Performance-based bonuses are paid separately- Working Hours
■Employment type: Full-time (no fixed term)
■Probation period: 6 months (no change in working conditions during probation)
■Working hours: 9:00–18:00 (flextime system; core time 10:00–16:00)
■Break: 60 minutes (provided during working hours)
■Overtime work: Yes
■Measures to prevent passive smoking: No smoking indoors- Holidays & Leave
■Two days off every week (Saturday and Sunday) ※Days off may differ when a shift system applies.
■National holidays
■Year-end and New Year holidays
■Congratulatory and condolence leave
■Maternity leave (pre- and postnatal)
■Childcare leave
■Birthday leave
■Annual paid leave (12 days in the first year)- Benefits
■Commuting allowance
■Full social insurance (health insurance, employees' pension, employment insurance, workers' accident compensation insurance)
■Drinks & food
■Massage service
■Visa acquisition support
■Book purchase program
■Language training program
■Babysitter subsidy program
■Friday social gatherings
■Quarterly social events
■Welcome lunch- Work Location
Midtown Tower, 9-7-1 Akasaka, Minato-ku, Tokyo
(Directly connected to Exit 8 of Roppongi Station on the Toei Oedo Line / directly connected via an underground passage to Roppongi Station on the Tokyo Metro Hibiya Line)
※In principle, we currently work on-site at the office.
Scope of change: Any location designated by the company