Customer Support Specialist - Japanese + English Speaker at Candex

ABOUT Candex is a rapidly growing private global B2B fintech company on a mission to reshape the way businesses transact. Our tech-based solution makes purchasing fast and easy for enterprise buyers. Recognized in the ProcureTech 100 for Procurement Innovation, our SaaS Platform and accompanying services completely transform the buying experience for large companies around the globe. Buyers enjoy the simplicity of Candex for their purchases, vendors get paid faster, and procurement teams love the increased control they gain over purchases — Everyone wins! We serve companies in the Global 2,000 and our existing clients include some of the world’s biggest corporations. We’ve raised over $130M from leading investors including Goldman Sachs, 9Yards Capital, JP Morgan, American Express, Altos, Craft, and NFX. Available in almost 50 countries, Candex is expanding our already robust footprint and is looking for ambitious, fun people to join us on our mission to revolutionize the way businesses engage and pay their suppliers. We are seeking a Customer Support Specialist who can resolve customer queries, recommend solutions and guide product users through features and functionalities. This position will assist Candex’s internal and external customers with platform related questions via our ticketing system process and triage incoming tickets, develop and maintain a professional level of proficiency with Candex’s specific systems and technologies. To be successful in this role, you should be an excellent communicator who's able to earn our clients trust, demonstrate excellent time management skills and be passionate about customer service and self-improvement. An ideal candidate should be a great brand ambassador who is willing to go the extra mile to ensure customer satisfaction. Responsibilities - Onboarding new users to the system, including user adoption - Administration of pending orders and payments - Reconciliation of all company orders to confirm the correctness of data - Promptly responding to customer queries via ticketing system, emails, live chat, phone - Identification of areas of improvement, both in process and product - Liaising with colleagues or managers to find the best solutions to customers’ issues - Identifying common problems and escalating them to management, along with possible suggestions for improvement - Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved - Oversee and address any support and/or technical issues associated with clients and suppliers throughout interactions Qualifications - Strong Japanese and English skills – written and verbal - a must - Previous experience in a Customer Service role - Sound judgment and excellent problem-solving skills - Experience with CRM and ticketing systems - Fintech/Hi-tech experience is preferred - Impressive interpersonal skills - Advanced Excel skills - Outstanding attention to detail, with an ability to spot numerical errors - Highly organized with the ability to multitask and work under pressure - Tech savvy and the ability to pick up new technology quickly Why Work With Us - We are humble, hungry, intelligent and collaborative. Work alongside teammates who value curiosity, kindness, and shared success. - Competitive Compensation – Earn a salary and benefits that reflect your skills and impact. - Parental Leave – Take meaningful time to bond with your growing family. - Flexible Work Environment – Balance life and work with adaptable schedules. - Global Team + Mindset – Join a diverse, international team that thinks beyond borders. - Tech Setup – Get the gear and support you need to work comfortably. - Professional Development – Grow your skills with training and learning sessions. - Internal Mobility – Explore new global roles and career paths without leaving the company. - Team Outings – Connect and celebrate with colleagues through regular social events. Our Values - Be a Stickler for Details - we think about the details when making decisions and ensure we haven’t overlooked anything. - Debate, Decide, Deliver - Candexers foster a culture of open debate so we can make the right decision. - Innovate to Simplify - we continuously look for simpler ways to do everything. - Follow Through, Follow Up - we are always moving the ball forward – when we say we will do something, we do it. - Attract & Develop the Best - we expect each hire to raise the bar, and once they start, they should continue to develop their skills with the support of leadership. - Keep an Obsessive Customer Focus - our customers’ satisfaction is our obsession, and we will stop at nothing to make their experience simple & flawless. - Learn & Be Curious - we foster an environment of continual learning and encourage challenging questions and believe curiosity drives innovation and improvement. - Act with Integrity & Professionalism - we act with honesty, transparency, and ethical principles – ensuring our actions align with our values.