Ops Support Manager

  • Tokyo
  • Remote OK - Anywhere in Japan
  • Full-time
  • June 8, 2021
Conditions
location-icon
Apply from Japan Only
(You must live in Japan to apply)
Requirements
language-icon
Language Requirements
Japanese: Fluent
English: Business Level
career-icon
Minimum Experience
Senior or above
The Ops/Support Manager is entrusted with overall responsibility for handling incoming support contacts, and improving customer satisfaction for Moneytree’s support function. The role includes responsibility for managing support and operations personnel, the supporting infrastructure and tooling as well as process, protocols and measures for achieving high customer satisfaction. 

The work would suit an experienced people leader with Dev/Ops, Software Testing or 2nd/3rd Tier technical support background. You will work with established engineering teams to integrate support solutions, improve support tools, documentation and observability of our systems, and improve end-to-end client support procedures. You’ll also take an active role in training and educating our support and operations staff to improve their capabilities.

At Moneytree, our mission is to bring people, businesses and institutions closer together, find balance and discover new opportunities to grow their personal wealth. We help people safely share confidential financial information with trusted service providers. Our technology is used by major banks, accounting software companies and fintech companies in Japan. Key clients include Mizuho, SMBC, and Mitsubishi UFJ Nicos.

In this role you will

  • Manage Tier 1 Support and Tier 2 Ops/Support teams
  • Develop a broad knowledge of Moneytree’s products, services, processes and teams.
  • Assess and improve tooling, procedures and success measures
  • Troubleshoot issues in a production environment at scale across a variety of front-end and back-end codebases.
  • Use and extend internal dashboards and tools.
  • Implement and maintain status pages and knowledge base for Moneytree services.
  • Assist non-technical staff and clients in understanding technical matters across the Moneytree LINK product line.
  • Find new ways to increase quality of customer service.
  • Implement operational management processes and best practices.
  • In the first 30/60/90 days, your expected deliverables include

  • Complete onboarding training with Tier 1 & 2 teams + LINK Data team
  • Analysis and assessment of current state of play with suggested improvements 
  • Establish solid working relationship with Moneytree LINK leadership team and wider Moneytree personnel
  • Qualifications

  • Fluent Japanese language skills
  • At least intermediate English (TOEIC score: 800 or above)
  • 3+ years in a team leadership/management role
  • Demonstrable experience in one or more of Technical Support, Software Testing, SysOp/Admin, SRE 
  • Experience with client-facing support communication
  • Desirable Skills, Experience, Qualifications

  • Experience in identifying necessary business outcomes and establishing measures, procedures and leading personnel to achieve them.
  • Experience doing 2nd tier technical support, software testing or operations.
  • Experience working with automation technologies, Web scraping, crawling, data extraction.
  • We would also look favourably on any prior experience with

  • Tracing and log visualization tools (esp. Sumologic, but also Grafana, Datadog, Honeycomb, etc.)
  • Technical Support activities (troubleshooting escalations, writing run-books and knowledge base documentation for Tier 1 support)
  • Jira and Service Desk
  • Employee benefits

  • Employee stock option program participation
  • Referral bonus 250,000 JPY per successful hire
  • Mobile phone allowance (10,000 JPY/month)
  • Work from home
  • Remote work allowance (3000 JPY/month)
  • 20 annual paid leave
  • 10 annual sick and care leave
  • 👍

    Moneytree is a fin-tech start-up founded by three foreign entrepreneurs in Tokyo.

    Their Moneytree Link product provides a "utility layer for connecting financial services" that serves banks and other fin-tech companies, but they also have a popular consumer app that helps people manage their finances.

    They're an international company with an English-first work environment and a high technical skill level for engineers. Truly a really great place to work!

    View Moneytree's company page

    ↑ Back to top ↑

    Ops Support Manager at Moneytree
    APPLY NOW  ➜🇯🇵 Residents Only