Head of Customer Support

About KPay：

KPay Group (KPay) is a leading fintech company dedicated to empowering businesses of all sizes with simple, smart, seamless and secure technology solutions. Serving over 45,000 merchants across Hong Kong, Singapore, and Japan, KPay is unleashing merchants' growth potential by building a one-stop platform for financial management, business operations and digital transformation. KPay secures a record USD55 million in 2024, marking the largest series A fundraise globally in the payments sector of the year.

Key Responsibilities:

1. Handle inquiries and complaints from credit card issuer, merchant and others
2. Keep records of complaints in accordance with the Installment Sales Act and the self-regulatory rules published by JCA.
3. Liaise with Operations Team on inquiries about technical matters about POS terminal and other technical issues
4. Liaise with Compliance Team on complaints received from the issuer and others
5. Draft periodic/ad-hoc basis report about inquiries and complaints to report them to the Board of Directors
6. Provide trainings with the team member about how to respond to reports on complaints and inquiries

Employment type：
Full-time employee
Probation period: 3 months (no change in wages or conditions)

Working Hours: 9:30am - 6:30pm
※ Excluding Saturdays, Sundays and public holidays

Salary details：
Wages will be determined based on experience and ability.
*Salary includes fixed overtime pay.

Benefits and Welfare

• Health insurance, employee pension insurance, employment insurance, workers' compensation insurance
• Paid vacation, sick leave, special vacation, summer vacation, year-end and New Year's vacation
• Commutation allowance

Skills & Experience:

1. 5+ years of Customer Support experience with acquirers, credit card companies and other financial institutions
2. Proven ability to manage customer inquiries and complaints, ensuring timely and effective resolutions.
3. Strong knowledge of the Installment Sales Act and JCA self-regulatory rules, with experience maintaining compliance records.
4. Exceptional interpersonal and communication skills to liaise with stakeholders, including issuers, merchants, and internal teams.
5. Demonstrated ability to lead and train customer support teams on effective handling of complaints and inquiries.
6. Strong problem-solving and analytical skills to identify trends and improve customer satisfaction.
7. Native level of Japanese.