Japanese Customer Support - Finance SaaS
Company Overview
The company provides cloud-based solutions that support finance teams in improving cash management, payment operations, and overall financial operational efficiency.
Founded in Europe, the company has built a strong track record as a financial SaaS provider and today enjoys a high level of recognition and trust in the global market.
Role Overview
This role sits at the frontline between the product and customers and plays a critical part in shaping customer experience, satisfaction, and long-term adoption.
Through timely, empathetic, and structured support, you will help customers maximize the value they gain from the financial SaaS platform.
Key Responsibilities
- Provide customer support through multiple channels, including email and phone
- Analyze and troubleshoot inquiries related to a financial SaaS product
- Collaborate with engineering, product, and other internal teams as needed, including escalation handling
- Capture and share customer feedback to support improvements to products, processes, and documentation
- Accurately document and manage support cases and related activities
- Share knowledge within the team and support the onboarding of new team members
Minimum Requirements
- Hands-on experience in B2B customer support or customer-facing roles within SaaS or IT services
- A strong willingness to continuously learn, with a proactive attitude toward acquiring new knowledge and deepening product understanding
- Ability to remain calm and logical when handling complex issues or demanding customer requests
- Proven capability to work effectively under pressure, prioritizing tasks and responding persistently to challenges
- Strong communication skills, with the ability to leverage internal resources such as engineering, product, and cross-functional teams to drive resolution
- A self-driven and proactive mindset; not a passive, instruction-only work style
- A collaborative team player who contributes to building and improving a strong support organization
- Japanese: Native or business-level proficiency, with the ability to communicate accurately and professionally with Japanese clients
- English: Business-level proficiency for day-to-day communication (spoken and written) in a global internal environment
Why This Role
- Direct involvement in delivering customer value within a highly specialized finance × SaaS domain
- Exposure to a wide variety of corporate finance operations and business models across different companies
- Opportunity to work closely with global product and support teams
- A culture that values ownership, improvement initiatives, and proactive contribution
- Structured training programs, including opportunities for overseas training, enabling continuous development even in highly specialized areas
- A role well suited for individuals who are motivated to grow through challenging cases and strengthen problem-solving and stakeholder coordination skills