Customer Service Team Lead (Japanese / Spanish Speaking) - 19699

Japanese Speaking Customer Support Team Lead (Hybrid | Medellín, Colombia)

Medellín, Colombia
Hybrid work environment with flexibility for remote work during the initial onboarding and training period.

Full Time
Initial contractor / consultancy agreement with transition potential into formal local employment structure as the company establishes its Colombia representative office.

A rapidly growing international financial technology company is expanding into the Latin American market with a newly launched customer-facing platform. Backed by an established Japanese parent organization with over 15 years of operational history, the company is introducing a new brand and support infrastructure focused on LATAM growth.

The business operates within the financial services and trading sector, developing multiple digital products related to trading, FX, and gaming-adjacent financial platforms. The customer support operation will play a critical role in the company’s regional launch and long term expansion strategy.

This position will serve as one of the foundational hires for the Latin America support team.

We are seeking a fluent Japanese speaking Customer Support Team Lead based in Medellín, Colombia to help launch and scale a new LATAM customer support operation.

This is a highly unique opportunity for someone who can bridge communication between the Japanese headquarters and the future Spanish speaking customer support team in Colombia.

You will initially work directly with the Japan based Head of Customer Support to receive training, learn internal systems and workflows, and help establish operational processes locally. Over time, you will become the local team lead responsible for supporting, coordinating, and helping scale the regional customer support team.

This role is ideal for someone who thrives in startup style environments, enjoys building systems from the ground up, and is excited to be part of an international expansion initiative.

• Serve as the primary liaison between the Japanese headquarters and the Colombia based support operation
• Receive training directly from the Japan based customer support leadership team
• Help localize workflows, communication processes, and operational procedures for the LATAM market
• Support the launch and scaling of the regional customer support department

• Assist in building and organizing future Spanish speaking customer support teams
• Help train and onboard future customer support representatives as the operation scales
• Maintain high quality customer service standards across all support interactions
• Escalate complex customer issues when necessary

• Translate and communicate operational guidance between Japanese and Spanish speaking stakeholders
• Participate in meetings and ongoing communication with international teams
• Ensure alignment between LATAM operations and headquarters expectations

• Help establish support documentation and operational SOPs
• Maintain organized reporting and communication workflows
• Assist with operational setup as the Medellín office infrastructure is established

• Fluent or native level Japanese language proficiency
• Fluent Spanish language proficiency
• Professional English communication skills
• Based in Medellín, Colombia or willing to relocate
• Previous experience in customer support, customer success, operations, or team leadership roles
• Strong communication and organizational skills
• Comfortable working in a startup or rapidly evolving environment
• Ability to work independently during early stage operations

• Experience working with international or multicultural teams
• Background in fintech, trading platforms, gaming, FX, crypto, or financial services environments
• Previous team lead or supervisory experience within customer support
• Experience helping launch new teams, offices, or operational processes
• Familiarity with LATAM customer support operations

• Hybrid work model with strong flexibility
• Initial onboarding and training may be primarily remote
• Long term expectation includes hybrid collaboration from the Medellín office once operational
• High growth international environment with expansion opportunities