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**Position Overview**:**Key Responsibilities**:- Provide excellent customer experience aligned with company values.- 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.**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.
