Position Overview

We are seeking a Japanese Customer Support to provide high-quality assistance to our Japanese-speaking customers. The ideal candidate will handle inquiries, resolve issues, and ensure customer satisfaction through effective communication. This role requires fluency in Japanese and good level in English, along with strong problem-solving skills and a customer-first attitude.

Key Responsibilities

• Provide excellent customer experience aligned with company values.
  Engage with customers via chat and email, proactively resolving their issues and minimizing disruption.
• Provide proactive updates to customers when necessary to ensure smooth experience.
• Collaborate with your team to identify and address any recurring customer issues.
• Take ownership of customer inquiries and strive to provide seamless support experience.
• Stay on top of key department KPIs such as FCR, CSAT, and Average Response Times.
• Support business change initiatives with a positive and adaptable mindset.
• Adopt a commercial mindset by identifying opportunities to convert customers and cross-sell products at all touchpoints
• Liaise with internal teams (Risk Operations, Payments, Compliance, Marketing, etc.) to efficiently resolve customer inquiries.
• Escalate important issues through appropriate channels, ensuring seamless feedback loops into management.
• Suggest improvements to the customer journey as needed to enhance overall service quality.
• Support training for new team members and team growth to ensure consistency in customer support standards.

Requirements

• Native proficiency in Japanese (writing and speaking) · Business-level proficiency in English for internal communication. 
• Previous experience in customer support, also iGaming is a plus. 
• Strong problem-solving skills and attention to detail. · Ability to work in a fast-paced environment and handle multiple tasks. 
• Excellent interpersonal and communication skills. 
• Ability to work flexible shifts, including weekends and holidays if required.
• Good typing speed and accuracy for handling chat and email communications efficiently.

Why Work With Us?

At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way!). 🎉💼  We offer:

• Competitive Salary & Benefits
• Growth & Development Opportunities
• Creative and Collaborative Environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.