Customer Service Operation Lead

Customer Operations Lead

Financial Services Industry | Full-Time (Non-Exempt)

Work Schedule

• Monday to Friday, 8:00 AM – 5:00 PM
• Shift work may be required based on business needs, including weekends and holidays

Compensation

• Hourly Rate: $28.00 – $31.00

Overview

This role plays a key part in building and optimizing customer operations processes while working closely with cross-functional teams. The ideal candidate is passionate about process improvement, data-driven decision-making, and delivering high-quality customer experiences.

Key Responsibilities

• Collaborate with Operations leadership to design, implement, and enhance customer operations processes
• Drive continuous improvement initiatives to improve efficiency, quality, and scalability
• Analyze operational data and support the development of reports and performance metrics
• Contribute to process improvement, automation, and system enhancement projects
• Gain hands-on experience with frontline customer interactions during onboarding to develop a strong operational foundation
• Provide operational support during peak business periods as needed

Qualifications & Experience

• Experience in operations, analysis, business support, or a related field
• Interest in improving workflows and operational efficiency
• Previous exposure to customer operations, customer support, or customer experience environments
• Familiarity with data analysis, reporting, or operational metrics is a plus

Education

• Bachelor’s degree or equivalent practical experience

Skills & Competencies

• Strong analytical and problem-solving skills
• Ability to learn quickly and adapt in a fast-paced environment
• Excellent written and verbal communication skills
• Ability to work independently while collaborating effectively with team members
• Proactive mindset with a sense of ownership and curiosity for building new processes
• Business-level proficiency in English and Japanese