Specialized Client Success Analyst (Payments)

Location: Tokyo, Japan; hybrid work with at least 3 days in the office. Availability is required during core business hours, with occasional work outside standard hours when needed.

Company

hirify.global provides payment technology connecting consumers, merchants, financial institutions, and governments across more than 200 countries and territories.

What you will do

• Serve as the primary technical contact for acquirer partners and merchants using Value Added Products and services.
• Provide daily technical and operational support through email, phone, and occasional face-to-face meetings.
• Manage partner and merchant escalations through resolution, including troubleshooting payment-system issues.
• Configure internal systems and support the setup of digital and online payment services.
• Monitor account and transaction performance, ensure compliance with hirify.global brand requirements, and advocate product enhancements.
• Collaborate with global engineers and technology experts to identify root causes and negotiate system fixes.

Requirements

• 5+ years of experience in client services, customer support, or account management within financial services, payments, or technology.
• Strong understanding of technical concepts, system requirements, troubleshooting, and debugging.
• Ability to explain complex technical topics clearly to non-technical audiences and manage multiple priorities under pressure.
• Strong collaboration, communication, organizational, and case-management skills.
• Excellent written and verbal communication skills in both Japanese and English.
• Availability to work from the Tokyo office at least 3 days per week.

Nice to have

• Experience with payment processing systems, card-present and card-not-present risk mitigation, or digital wallet solutions.
• Knowledge of Java, C/C++, Perl, HTML, XML, network protocols, infrastructure, and system architecture.
• Experience with project management or supporting web-based applications in a technical support environment.

Culture & Benefits

• Client Services operates as a partner to hirify.global clients and brings customer feedback into product and service development.
• Work with cross-functional stakeholders and global technology teams.
• Training and self-study are encouraged to maintain expert knowledge of Value Added Products and services.
• The role is client-facing and may occasionally require travel or work outside standard business hours.