Customer Support Team Leader Candidate
JPYC Inc. operates JPYC Prepaid, a Japanese-yen-denominated prepaid token issued on public blockchains. Its JPYC Apps platform lets users connect a wallet and exchange JPYC Prepaid for gift vouchers and JPYC gift certificates.
About JPYC Inc.
JPYC Inc. provides JPYC Prepaid, a Japanese-yen-denominated ERC-20 prepaid token issued on Ethereum, Polygon, Gnosis, Shiden, Avalanche, and Astar. Users manage the token in compatible wallets and use JPYC Apps to exchange it for V Preca Gift, giftee Box, and Chocom e-money, or to purchase JPYC gift certificates. New issuance ended on May 30, 2025, but issued tokens remain usable.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Manage and improve customer support operations for JPYC, ensuring accurate and consistent service aligned with financial service standards. Final compliance decisions are handled by another department.
Requirements
- Management experience in a customer service department
- Practical experience in the financial industry, such as banking, securities, payments, or funds transfer
- Experience creating and proofreading customer correspondence
- Ability to accurately understand and operate business rules
- Understanding of AML
- Understanding of CFT
- Customer service experience in fintech preferred
- Knowledge base construction experience preferred
- Internal control and workflow design experience preferred
- Basic understanding of cryptocurrency and Web3 preferred
Responsibilities
- Manage and improve inquiry response workflows
- Create and maintain email and chat templates
- Plan and update FAQ and help pages
- Perform first-line triage and make escalation decisions
- Manage support KPIs
- Build and train the customer service team
Benefits
- Overtime pay fully provided
- Transportation expenses fully covered when commuting
- Salary increase system