NEWSLETTER

Moneytree

東京

APPLY NOW ➜🇯🇵 Residents Only

Ops Support Manager

Tokyo
Remote OK - Anywhere in Japan
Full-time
June 8, 2021

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

👍

APPLY NOW ➜Japanese Required ⚠️

About Moneytree

Moneytreeは「人々とお金の関係を身近にし、最適な資産運用をサポートすること」をミッションとし、B2Cでは個人資産管理・家計簿アプリ「Moneytree」を提供、B2BではMoneytreeを元に構築された日本最大級の金融系API、金融インフラプラットフォーム「MT LINK」を企業向けに提供しています。

2017年にはオーストラリア市場に進出しています。国際的な環境が整っており、20ヶ国以上出身の外国籍社員が50%、会社全体の約3分の1が女性であり、とてもダイバシティ豊かです。

またフルリモート勤務が可能で、ワークライフバランスを重視したフレキシブルな環境が整っており、とても働きやすい職場です。

Salary
Moneytree's salary structure is designed to offer a base salary along with stock options. Stock options are still a relative rarity in Japan, so Moneytree is one of a reasonably small list of Japanese companies offering them.
Japanese Language Policy
Moneytree does not require Japanese language skills for their engineering positions, though it is an advantage.

As a customer-centric company building products for Japanese customers, Japanese fluency is required for product managers and product designers to do user research, product discovery, etc.
Visa Sponsorship
- With the current pandemic, we are only accepting applicants with valid working visas in Japan.
- We offer support for visa renewal to new hires with valid working visas in Japan.
Paid Leave
Moneytree offers 20 paid holidays in addition to 10 sick/care leave days.

The Standard paid leave in Japan is 10 for an employee's first year, so this is what you'll get at the majority of companies. The fact that Moneytree doubles this to 20 really makes them stand out from other companies in Tokyo.

And then there's their sick day policy. Since these aren't legally mandated in Japan, most companies don't have them at all. Moneytree really goes above and beyond here with 10.
Benefits
💻 New tech gear

👩‍🎓 Skill development support

🏠 Remote work allowance

📕 Book purchases

🍹 Free drinks

👶 Parental Leave

🧡 Interpretation support (EN<>JP)

💟 Complete health and social insurance

🚃 Commuter allowance

✈️ Ability to work from overseas for short periods

💰Communication Allowance
Engineer Interview Process
This may depend somewhat on the position but in general, the steps are as follows:
- CV screening (+ survey to fill out for some positions)
- Casual screening meeting (onsite or remote)
- Pair programming
- Topgrading
- Provisional offer + reference check
Remote Work
Moneytree supports remote work, allowing its employees to work from home or the office. Depending on the position, they can live anywhere in Japan.
Work style
Moneytree’s working hours are 10:00-19:00, and their core working hours are 10:00-16:00
Diversity
Moneytree has a diverse environment, with 60% of the employees coming from over 20 different countries.