Job Title

Japanese Speaking Customer Support Team Lead (Hybrid | Medellín, Colombia)

Location

Medellín, Colombia
Hybrid work environment with flexibility for remote work during the initial onboarding and training period.

Employment Type

Full Time
Initial contractor / consultancy agreement with transition potential into formal local employment structure as the company establishes its Colombia representative office.

Compensation

Approximate target range:
Competitive monthly depending on experience, Japanese fluency, customer support leadership background, and financial services exposure.

Compensation may initially be paid in USDT.

About the Company

A rapidly growing international financial technology company is expanding into the Latin American market with a newly launched customer-facing platform. Backed by an established Japanese parent organization with over 15 years of operational history, the company is introducing a new brand and support infrastructure focused on LATAM growth.

The business operates within the financial services and trading sector, developing multiple digital products related to trading, FX, and gaming-adjacent financial platforms. The customer support operation will play a critical role in the company’s regional launch and long term expansion strategy.

This position will serve as one of the foundational hires for the Latin America support team.

The Opportunity

We are seeking a fluent Japanese speaking Customer Support Team Lead based in Medellín, Colombia to help launch and scale a new LATAM customer support operation.

This is a highly unique opportunity for someone who can bridge communication between the Japanese headquarters and the future Spanish speaking customer support team in Colombia.

You will initially work directly with the Japan based Head of Customer Support to receive training, learn internal systems and workflows, and help establish operational processes locally. Over time, you will become the local team lead responsible for supporting, coordinating, and helping scale the regional customer support team.

This role is ideal for someone who thrives in startup style environments, enjoys building systems from the ground up, and is excited to be part of an international expansion initiative.

Key Responsibilities

Customer Support Leadership

Serve as the primary liaison between the Japanese headquarters and the Colombia based support operation
Receive training directly from the Japan based customer support leadership team
Help localize workflows, communication processes, and operational procedures for the LATAM market
Support the launch and scaling of the regional customer support department

Team Coordination & Operations

Assist in building and organizing future Spanish speaking customer support teams
Help train and onboard future customer support representatives as the operation scales
Maintain high quality customer service standards across all support interactions
Escalate complex customer issues when necessary

Cross Functional Communication

Translate and communicate operational guidance between Japanese and Spanish speaking stakeholders
Participate in meetings and ongoing communication with international teams
Ensure alignment between LATAM operations and headquarters expectations

Process & Administrative Support

Help establish support documentation and operational SOPs
Maintain organized reporting and communication workflows
Assist with operational setup as the Medellín office infrastructure is established

Required Qualifications

Fluent or native level Japanese language proficiency
Fluent Spanish language proficiency
Professional English communication skills
Based in Medellín, Colombia or willing to relocate
Previous experience in customer support, customer success, operations, or team leadership roles
Strong communication and organizational skills
Comfortable working in a startup or rapidly evolving environment
Ability to work independently during early stage operations

Preferred Qualifications

Experience working with international or multicultural teams
Background in fintech, trading platforms, gaming, FX, crypto, or financial services environments
Previous team lead or supervisory experience within customer support
Experience helping launch new teams, offices, or operational processes
Familiarity with LATAM customer support operations

Work Environment

Hybrid work model with strong flexibility
Initial onboarding and training may be primarily remote
Long term expectation includes hybrid collaboration from the Medellín office once operational
High growth international environment with expansion opportunities

Why Join

Opportunity to become an early foundational hire in a growing LATAM operation
Direct exposure to international leadership and Japanese business operations
Strong career growth potential as the regional support team expands
Opportunity to help build and shape customer support processes from the ground up
International fintech environment with long term scalability

Customer Service Team Lead (Japanese / Spanish Speaking) - 19699