Japanese-speaking Support Analyst

ThinkMarkets is a global financial technology company specializing in multi-asset trading solutions. Through our flagship ThinkTrader platform, we empower clients worldwide to trade 24/7 across global markets. Our mission is to bridge the gap between traders, investors, and platforms, providing seamless access to thousands of financial instruments. Utilizing cutting-edge technology, we ensure a superior trading experience.
As part of the ThinkMarkets group, ThinkCapital is a next-generation prop trading firm focused on redefining access to financial markets. We empower traders of all levels by offering world-class funding programs, capital support, and performance-based incentives. With a strong foundation in transparency, flexibility, and innovation, ThinkCapital is building a sustainable trading ecosystem where talent is nurtured and success is shared.

We are currently looking for a native Japanese-speaking Support Analyst to join our growing team. In this role, you’ll be the frontline of our client support, delivering outstanding service across a variety of communication channels. You’ll help clients navigate their trading journey with clarity and care, ensuring every interaction reflects our global standards of excellence.

Key Responsibilities:
Respond promptly and professionally to customer inquiries via Intercom, Email, Discord, and Ticketing systems—in native-level Japanese.
Deliver excellent customer service by understanding and addressing customer needs in a culturally appropriate and respectful manner.
Follow internal communication guidelines, procedures, and policies with precision.
Clearly communicate product or service updates, challenges, and solutions to customers.
Use macros and templates effectively while personalizing responses based on the context and customer tone.
Keep customers updated using accurate information from senior team members or leadership.
Stay current with changes to products, programs, and policies—and ensure customers are informed appropriately.
Conduct basic troubleshooting related to our CRM and trading platforms, offering step-by-step guidance when needed.
Escalate technical or complex issues to relevant teams, supervisors, or leadership when necessary.
Log account-related issues accurately and maintain internal communication records using Teams.
Collaborate proactively with global teams to ensure seamless support for Japanese-speaking users.
Ideal Candidate:
Native-level fluency in Japanese (spoken and written) is required. Proficiency in English is a plus.
Strong interpersonal and communication skills.
Ability to work both independently and as part of a collaborative, multicultural team.
Familiarity with trading platforms and CRM tools is a plus.
Flexible, detail-oriented, and capable of managing multiple tasks simultaneously