Business Support Specialist

This role provides a balanced mix of Custom Commerce Support (40%), Product Operations & Distribution Support (40%), and Coda Internal Support (20%).

The specialist will handle customer and partner inquiries for Custom Commerce flows, ensuring timely resolution and a high standard of service. In parallel, the role supports Product Operations and Distribution processes such as partner coordination, content updates, and distribution flow monitoring. Additionally, the specialist contributes to internal Coda support, ensuring cross-functional alignment and smooth execution of operational tasks.

Strong coordination, communication, and problem-solving skills are critical for success in this role, along with a proactive approach to stakeholder engagement and issue management.

**Responsibilities**:

- Provide responsive support to customers and partners for custom commerce workflows, ensuring inquiries and issues are resolved within agreed SLAs.
- Manage and escalate customer support tickets, tracking cases end-to-end for timely and accurate resolution.
- Collaborate with Commercial, Payments, and Tech teams to troubleshoot and resolve client issues impacting commerce flows.
- Maintain accurate documentation of cases and ensure visibility on resolution progress for stakeholders.
- Support distribution operations, including content setup, partner coordination, and monitoring of workflow performance.
- Assist in executing new product launches, from partner onboarding and configuration to promotional activities and operational updates.
- Partner with Commercial, Distribution, and Tech teams to enable smooth product and channel rollouts.
- Deliver high-quality and timely support to both internal teams and external partners, coordinating closely to resolve escalations.
- Provide operational support to internal stakeholders such as Finance, Compliance, and Business Operations.
- Support key workflows, including transaction monitoring, account reconciliation, reporting, and process alignment.
- Facilitate smooth handovers across functions and assist in managing client and internal escalations.
- Maintain and update trackers, reports, and dashboards to ensure accuracy, visibility, and alignment across teams.
- Contribute to process improvements to strengthen efficiency, scalability, and service quality of support operations.
- Act as a reliable point of contact for both internal and external stakeholders, ensuring clear communication and follow-through on critical issues.

**Requirements**:

- Education: Preferably a graduate of Computer Science, Engineering or other Information Technology disciplines.
- Communication: Strong written and verbal communication in English and Japanese
- Customer Support Experience: Background in CS, operations, or partner support (preferably in digital products, fintech, or e-commerce).
- Work Management: Highly organized, detail-oriented, able to manage multiple workstreams simultaneously.
- Collaboration: Strong cross-functional coordination skills; able to work with internal and external stakeholders.
- Problem-Solving: Analytical and proactive in resolving operational issues.
- Tools Knowledge: Familiarity with CRM and ticketing tools (Zendesk, Jira, Halo)
- Industry Advantage: Experience in SaaS, fintech, payments, or digital content distribution is a plus.