Business Support Specialist (Japanese)

• Provide responsive support to customers and partners for custom commerce workflows, ensuring inquiries and issues are resolved within agreed SLAs.
• Manage and escalate customer support tickets, tracking cases end-to-end for timely and accurate resolution.
• Collaborate with Commercial, Payments, and Tech teams to troubleshoot and resolve client issues impacting commerce flows.
• Maintain accurate documentation of cases and ensure visibility on resolution progress for stakeholders.
• Support distribution operations, including content setup, partner coordination, and monitoring of workflow performance.
• Assist in executing new product launches, from partner onboarding and configuration to promotional activities and operational updates.
• Partner with Commercial, Distribution, and Tech teams to enable smooth product and channel rollouts.
• Deliver high-quality and timely support to both internal teams and external partners, coordinating closely to resolve escalations.
• Provide operational support to internal stakeholders such as Finance, Compliance, and Business Operations.
• Support key workflows, including transaction monitoring, account reconciliation, reporting, and process alignment.
• Facilitate smooth handovers across functions and assist in managing client and internal escalations.
• Maintain and update trackers, reports, and dashboards to ensure accuracy, visibility, and alignment across teams.
• Contribute to process improvements to strengthen efficiency, scalability, and service quality of support operations.
• Act as a reliable point of contact for both internal and external stakeholders, ensuring clear communication and follow-through on critical issues.

• Education: Preferably a graduate of Computer Science, Engineering or other Information Technology disciplines.
• Communication: Strong written and verbal communication in English and Japanese
• Customer Support Experience: Background in CS, operations, or partner support (preferably in digital products, fintech, or e-commerce).
• Work Management: Highly organized, detail-oriented, able to manage multiple workstreams simultaneously.
• Collaboration: Strong cross-functional coordination skills; able to work with internal and external stakeholders.
• Problem-Solving: Analytical and proactive in resolving operational issues.
• Tools Knowledge: Familiarity with CRM and ticketing tools (Zendesk, Jira, Halo)
• Industry Advantage: Experience in SaaS, fintech, payments, or digital content distribution is a plus.

Coda Payments