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 role blends support with relationship-building: you won't just resolve client concerns, you'll also learn to spot the right ---------- nts to introduce clients to more of what we offer.

This is not a call center role. You'll be managing real relationships with high-value clients — providing support, but also recognizing opportunities to grow those relationships — 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 growing team, and we mean that literally — the processes, tools, and structure you'll work with are still being shaped, and we actively want people who take initiative to help shape them. 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
• Recognize natural opportunities within conversations to introduce clients to relevant features, promotions, or products that genuinely add value to them
• 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
• Relationship-minded — you can naturally spot opportunities to add value for a client, not just resolve their immediate issue
• 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
• Experience in sales, account management, upselling, or client retention
• 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) to start, 5 days/week — this window may extend depending on client traffic and business needs, so come in with realistic expectations around hours
• 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 all three questions below. We read every response personally — take your time with these.

1. 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 says "???" and one says "never mind." Walk us through your exact next 10 minutes.
2. If we give you a chance at this role, what is the one thing you can promise us?
3. Think of a time you were part of a startup or company — what's one initiative you personally established that's still in use today (or was used before you left), and became part of how that company actually operates?

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 all three answers will not be reviewed.