Customer Support Representative - Japanese speaker

This role follows a hybrid model — day shifts are office‑based, while night shifts are performed remotely.

As a Customer Support Representative, you will play a key role in delivering an exceptional customer experience for Bybit, one of the world's leading cryptocurrency trading platforms, as part of a global project delivered by Conectys.

Within your role, you will:

• Assist customers with inquiries via live chat or email, in Japanese and English
• Ensure an efficient, accurate, and high‑quality customer service experience
• Be well equipped with the Bybit platform, products, and crypto‑market fundamentals, while keeping abreast of general market conditions
• Diligently manage and follow up on inquiries or complaints from current and prospective users
• Demonstrate a strong ability to understand customer needs and convert them into constructive feedback and suitable solutions for management
• Ensure frontline operations are smooth by flagging discrepancies, potential risks, or unusual situations to management in a timely manner
• Continuously seek improvements to enhance team performance, work efficiency, and overall operational processes

What will make you successful for the role:

• Japanese proficiency at close to native level – able to confidently support users on complex, written interactions related to financial and crypto products (reading and typing mandatory)
• Strong command of English, written and spoken
• Preferably 2–4 years of customer service experience, trained in frontline operations (Live Chat & Email)
• Experience working with financial institutions, fintech platforms, trading environments, or crypto‑currency products is a strong advantage
• Educational background in Finance, Economics, Mathematics, Business Administration, or other analytical / STEM‑related fields is preferred
• Strong numerical acumen with attention to detail and comfort working with figures, data, and statistics
• Passion to develop knowledge and a long‑term career in fintech / crypto‑currency trading firms
• Team player, committed and self‑driven, with the ability to respond positively and professionally to user requests
• Ability to perform 5 days' shift work, including weekends and public holidays (8am–5pm / 4pm–1am / 12am–9am)
• Willingness to work onsite during day shifts and from home during night shifts, according to the hybrid model (office location: Regus, 1 Sentral, Level 16, Jalan Stesen Sentral 5, KL Sentral, 50470 Kuala Lumpur, Office No. 1602)
• Legal work authorisation in Malaysia is required

Sounds good? Find out what you can get:

• Exposure to a global crypto‑currency leader (Bybit), supporting an international user base
• A challenging fintech environment where accuracy, learning, and initiative are encouraged
• Opportunity to develop valuable expertise in crypto‑currency trading platforms and financial products
• International exposure and collaboration with distributed, multicultural teams
• Competitive compensation and benefits aligned with experience and shift patterns
• A growing project where your contribution and expertise are visible
• Developed Learning & Development programs to support your growth