Posted on May 12, 2020

Operations Specialist (Customer Support)

Customer Support San Francisco Full-time

You will:

  • Support the on-boarding process for bitFlyer USA customers 
  • Identify and escalate issues reported by customers
  • Manage all levels of customer support within our queues
  • Drive performance with CSAT and other KPIs
  • Maintain user friendly and effective FAQ 
  • Provide QA for our KYC and Onboarding process
  • Manage and process daily banking actions (crypto and fiat)
  • Work cross functionally with Marketing, Compliance, and Product teams
  • Maintain and create new content within our procedure library 
  • Master the inside and out of our product(s) and services 
  • Support with new product launches
  • Liaise with other teams across our local and global offices
  • Support office management in collaboration with bitFlyer management
  • Help customers get the most value out of the bitFlyer USA service

You are:

  • A naturally strong written and verbal communicator
  • Extremely driven and hardworking
  • Excited at the opportunity to solve any problem 
  • Adaptable and calm under pressure
  • Metrics-driven and process focused


  • 2+ years experience in a customer facing position
  • Strong analytical skills
  • Ability to explain technical processes to non-technical clients
  • Experience building and maintaining procedural and FAQ content
  • Strong familiarity with Zendesk, Google Suite, Atlasssian products, and Office 365
  • Familiarity with API documentation, understanding of Trade / Investment terminology
  • Basic knowledge of Design Thinking Phases and/or Customer Experience Mapping

Bonus points:

  • You’ve worked within a LEAN support team
  • Experience working with a startup and/or global team
  • Interest in Japanese culture and/or Japanese language skills
  • Genuine interest in Blockchain Technology and Cryptocurrencies 
  • Experience working with a financial institution
  • Include a cover letter to help make your application even more memorable

What we offer:

  • Competitive salaries and opportunity for growth
  • Sponsored 401K account with Guideline
  • “Virtual Team Lunches” for now, real ones when we are back in the office
  • Annual budget for continued education
  • Regular team building events
  • Regular industry “meetup” happy hours
  • Sponsored health benefits offered from Blue Shield and Kaiser
  • “Start up” culture in a fast paced and exciting industry
  • A convenient office location in San Francisco’s Financial District
  • A small and tightly knit team of high performing professionals
  • An opportunity to be a part of a global team with potential to travel internationally