Global Customer Support *Night Shift (Manager / Member)
Background
bitFlyer provides crypto asset trading services globally from three hubs in Japan, the EU, and the US, which makes it essential to build and enhance customer support structures that comply with each country's regulations. In this position, you will lead and drive the support operations of our EU and US offices from Japan. Specifically, we are looking for someone to take on two pillars of work: customer communications via email and other channels (inquiries and support for various procedures) and customer management operations, including transaction monitoring.
Responsibilities
Running and driving customer support and customer management operations for overseas group companies (EU, US)
Screening and processing new account openings (including KYC)
Operations related to deposits and withdrawals of crypto assets and fiat currency
Handling customer inquiries (via email, including in English)
Ongoing customer due diligence (CDD) operations
Transaction monitoring and filtering (fraud detection and AML) operations
Maintaining operational manuals, including English versions
Scope of change in duties: After joining, you may be reassigned to any duties designated by the company.
- Required Skills & Experience
■Japanese (conversational level)
■English (business level)
■Experience in customer service, customer management (KYC/AML), or operations at a financial institution (crypto asset exchange, securities firm, bank, etc.) (3+ years)- Preferred Skills & Experience
■Japanese (business level)
■French (business level)- 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: ¥6,000,000–¥12,000,000
※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: ¥369,800–¥739,800
Fixed overtime allowance: ¥130,200–¥260,200 (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