VIP Client Support Associate

We're building a remote VIP Support team for a Japan-based fintech
platform and we're looking for people we can grow from the ground up
— not just workers, but the kind of people who take genuine pride in
doing things right.

This is not a call center role. You'll be managing real relationships
with high-value clients and holding yourself to a high standard on
every single interaction. Our clients are VIPs — quality is the only
standard. We train every associate to think critically and work out
the correct response on their own, using AI as a support tool rather
than a substitute for judgment. Once you've proven you can
consistently get it right, you'll be trusted to move fast — real
speed is earned through skill, not shortcuts.

We're a startup, but we operate with intention. The culture here
is built on mutual trust, shared accountability, and a genuine
respect for doing things well. If that resonates with you, keep
reading.

Responsibilities:

Handle inbound client inquiries via messaging platforms with
care and thoroughness
Use our drafting tool to sharpen your own well-considered
responses for supervisor review — the tool supports your
judgment, it doesn't replace it
Keep thorough, accurate track of each client's concerns and
history — nothing gets forgotten, nothing falls through the cracks
Escalate immediately to your Lead when handling an irate or
escalating client — do not attempt to resolve it alone
Maintain detailed and accurate client interaction logs
Follow team rules, protocols, and procedures diligently —
structure exists for a reason and will be respected
We believe every client interaction is a once-in-a-lifetime
encounter that deserves your full presence and care.

What We're Looking For:

Early career — fresh graduates welcome, but you need real
client-facing experience (internship, part-time work, thesis
project, VA work, or similar counts)
High energy and quick on your feet — comfortable with fast,
informal communication (voice notes, ---------- s, Slack chaos included)
and unfazed by a startup's rough edges
Confident — you speak up, express yourself clearly, and don't go
quiet when things get uncomfortable
Understands hierarchy — you know when to handle something yourself
and when to bring it to your Lead, and you act without being told
Conscientious — you track every detail, follow through, and take
full ownership of every client you handle
Follows rules diligently — protocols aren't suggestions
Strong written English — clear, warm, and professional
Sharp critical thinking — you can reason through a client's
situation yourself, not just reword what a tool gives you
Comfortable using AI tools (Claude, ChatGPT, or similar) as an
aid, not a crutch
High discretion — you'll be handling sensitive VIP information
Startup mindset — adaptable, steady, and not easily rattled
Bonus Points (not required, but we will prioritize you):

Holds a TESDA BPO NC II certification
HubSpot or Zendesk Customer Service certification
Google AI Essentials or equivalent AI literacy certificate
JLPT N2/N1 or business-level fluency — especially valuable if
you can review Japanese-language drafts for tone and accuracy
Familiar with crypto, DeFi, or fintech products
Has handled foreign or executive-level clients before
Reporting to:
VIP Support Lead and Growth Operations Lead

Setup:

100% WFH from day one
8 AM–4 PM Philippine Time (JST business hours), 5 days/week
No time tracker
Overtime available as needed and subject to supervisor approval
Team communication via Slack
BYOD — stable fiber internet required
Confidentiality/NDA agreement required before you handle any
client information
Paid training and evaluation period — Part-Time status, working
full 8-hour days, running through the 30th of the month you're
hired (this lines up with our salary reporting cycle)
Promotion to Full-Time is based on your evaluation — if your
performance is clearly solid early on, that promotion can happen
before the 30th too
Initiative is welcomed — stepping up when it's needed is part
of the culture here
Internal growth and promotions for top performers
To Apply:
Start your message with the subject line:
[VIP Support] – [Your Name] – [City]

Then answer both questions below. We read every response
personally — take your time with these.

You're handling five VIP clients at the same time. One sends
you a voice note. One sends a ---------- with no context. One hasn't
replied in 3 days and suddenly needs urgent help. One just
says "???" and one says "never mind." Walk us through your
exact next 10 minutes.
If we give you a chance at this role, what is the one thing
you can promise us?
A note on AI: using it to help you write is fine — we use it
ourselves. But we can tell when an answer wasn't reviewed by the
person sending it. Edit before you submit.

Important: Do not use any of the following words anywhere in
your application — passionate, dedicated, hardworking, committed,
team player, fast learner, or go-getter. Applications containing
these words will not be reviewed. We want your real voice,
not resume language.

Applications without the correct subject line and both answers
will not be reviewed.