Support

Driving the evolution of customer experience by changing how things work, starting from the user's voice

The Tension We Navigate

Delivering a high-quality customer experience while running an operation that can scale

Our Customer Support team takes on the challenge of balancing two things at once: "high-quality support that stays close to our customers' growth and success" and "scalable operations that can keep pace with our business growth." As our user base and inquiry volume grow, an operation that relies solely on people's individual effort cannot sustain quality, speed, or a healthy way of working. At the same time, if we chase efficiency alone, we lose the sense of security and trust that matters most in a financial service. That is exactly why we work to distinguish "what people should handle" from "what should be systematized and automated." Spanning operations, product, and AI, we are building an operational foundation that can scale without sacrificing quality. We aim to be far more than a team that simply answers inquiries. We see ourselves as the "operational infrastructure" that allows users to focus on growing their businesses with peace of mind — a customer support function that achieves both quality and productivity.

Meet the Support team

What We Do

Centered on handling inquiries from customers who use the UPSIDER card, we take on a broad scope of work that extends all the way to designing, improving, and streamlining our operational processes. Specifically, we handle customer support related to card usage, operations such as reviews, account transfers, and fraud response, the maintenance and improvement of our internal FAQ and customer-facing help pages, the use of AI to improve operational efficiency, and proposing improvements to the product. Beyond simply answering inquiries, we analyze "why an inquiry occurred in the first place" and improve the product, operational workflows, and overall user communication, working to create a state where inquiries are less likely to arise. By creating a state where users can resolve their questions and concerns naturally within the product and our communications — before they even feel them — we aim to deliver a customer experience that lets users focus on the business and challenges they should truly be devoting themselves to.

Why We Exist

Our purpose is to deliver a "financial experience where people can focus on their challenges with peace of mind" to every challenger who uses UPSIDER.

In a financial service, we believe support is not merely a contact point for inquiries — it is the bearer of the "final trust."

That is why we don't simply work through inquiries; we place real value on creating a state where users can run their businesses without anxiety.

And even as inquiries keep increasing alongside our business growth, we don't intend to be an organization that keeps adding headcount in proportion to that growth. Instead, by leveraging systems, the product, and AI, we aim to build an operational foundation that can support a rapidly growing business without slowing it down.

How We Work

We place importance not just on "responding to inquiries," but on "improving the very structure that causes inquiries to occur." Based on the issues happening on the front lines, we drive improvements not only within CS but in collaboration with a range of teams, including Product, Ops, Biz, and Risk. We also actively make use of tools such as Notion AI and automation tools to create a state where people can focus on "the work that people should do." Even in an environment where the number of users and inquiries keeps growing, we work on designing operations and building a structure that can run stably while maintaining quality — without relying on individual effort or on knowledge being siloed within particular people. This is one of the defining characteristics of the UPSIDER Customer Support team.

Work Style

Our Support team includes members who thrive from a wide variety of locations, both in Japan and abroad — including Thailand, Singapore, and Okinawa.

To ensure that information sharing and team communication run smoothly even in a fully remote environment, we hold morning huddles and regular meetings, and we value having time at least once a day where members get face-to-face with one another.

More than simply offering "freedom in where you work," we place importance on building a team where you can consult and collaborate with confidence even in a remote setting.

Growth & Learning

We make a point of not letting the inquiries that arise each day end as a simple "response," but instead turning them into knowledge for the whole team that we can accumulate and build on.

We routinely share operational improvements that make use of Notion AI and generative AI tools, and we develop the knowledge gained from difficult inquiries across the team. We have a culture of turning "individual experience" into "team systems."

Beyond customer support, this is an environment where you can learn about and grow across a wide range of areas — finance, credit, fraud, operational design, and AI — and develop your understanding of the business and operations as a whole.

Team Culture & Events

On the Support team, collaboration and communication with people both inside and outside the team happen actively every day through Slack. In our daily morning huddle, in addition to sharing updates with the whole team, we add verbal context for things that are hard to convey in text, complementing our written communication.

In our weekly retrospective meetings, we don't only look back on our work — we also make time for members to chat casually about things like the best device someone recently bought or a game they'd recommend. We value building a team where you can consult and collaborate with confidence, even in a remote environment.

Who We're Looking For

- Someone who doesn't just "work through inquiries," but thinks about "how we can deliver an even better customer experience"

- Someone who approaches improvement by asking "is this sustainable as a system?" rather than relying on a "things run as long as people push hard" structure

- Someone who proactively seeks out issues and genuinely enjoys making the team and the product better

Above all, we welcome people who, even in a fast-changing environment, take ownership of improvements and challenges — treating them as their own rather than someone else's problem — and find joy in them!

Our Future Vision

A few years from now, we want to build a support organization that can scale while maintaining quality, powered by systems, AI, and product improvements.

We also want to evolve Customer Support beyond a mere "inquiry desk." As the position where user voices and operational issues converge most, we want it to become a function that drives business improvement, spanning product, operations, and risk management.

Ultimately, we aim to become an "operational foundation team" that supports UPSIDER's business growth as a whole — not only through handling inquiries, but through operational design, the use of AI, and process improvement.