📍 Job Overview

• Job Title: Customer Support Executive – Japanese Workflow Support
• Company: LSEG
• Location: Japan
• Job Type: Full-Time
• Category: Customer Support
• Date Posted: June 23, 2025
• Experience Level: Entry-Level (0-2 years)
• Remote Status: Hybrid (3 days in the office, 2 days at home)

🚀 Role Summary

• Provide first-level support for application usability and content integrity for Trading and Wealth Management customers in Japan.
• Maintain positive customer relationships and ensure timely resolution of issues.
• Develop deep markets and product specialization through Specialized Learning pathways to increase the value of service delivered to customers.
• Collaborate with internal teams and stakeholders to provide accurate and timely resolutions.

📝 Enhancement Note: This role requires strong communication skills and cultural sensitivity to effectively support Japanese customers. Familiarity with financial markets and trading products is desirable but not required, as training will be provided.

💻 Primary Responsibilities

• Customer Support: Provide first-level support covering application usability & customization; content search, explanation & integrity for Trading and Wealth Management customers.
• Case Management: Effectively service cases and adhere to case query handling procedures. Respond to complaints, critical issues, and outages promptly and accurately.
• Relationship Building: Maintain positive relationships with customers to provide additional information, updates, and resolution to issues. Meet access targets across telephony, electronic, and live chat channels.
• Problem Identification & Referral: Identify and refer problems affecting customers. Influence the timely resolution of customers’ enquiries by liaising with different parts of the organization as appropriate.
• Relationship Building & Collaboration: Build and maintain local and overseas relationships with other Frontline teams, Sophisticated Support, Workflow Specialists, and other resolver groups across the organization to ensure appropriate resolutions are provided in a timely and accurate manner.
• Process Improvement: Recognize and call out recurring problems, areas, and processes for improvement.

🎓 Skills & Qualifications

Education: A university degree in Business, Economics, or Finance is preferred but not required.

Experience: 1-3 years of experience in a customer service or application support role. Previous experience in the financial markets in front, middle, and back offices is desirable.

Required Skills:

• Native-level Japanese and business-level English
• Excellent customer service skills, including active listening and understanding customer needs
• Strong analytical skills with the ability to resolve problems
• Teamwork skills to work in a large team environment
• Ability to learn and possess a growth mindset

Preferred Skills:

• Knowledge of Trading products and applications
• Familiarity with financial markets and trading products

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: ¥3,500,000 - ¥4,500,000 per year (Estimated based on market research for entry-level customer support roles in Japan)

Benefits:

• Diverse environment
• English as the primary language to work with internal partners
• Collaborative team culture
• Comprehensive 3-month onboarding program
• Shift allowance for shift work between 07:30 AM - 18:00 PM
• Hybrid working: 3 days in the office, 2 days at home

🎯 Team & Company Context

Company Culture:

• LSEG is a leading global financial markets infrastructure and data provider, driving financial stability, empowering economies, and enabling customers to create sustainable growth.
• LSEG's values are Integrity, Partnership, Excellence, and Change, which underpin their purpose and set the standard for everything they do, every day.
• LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.

Team Structure:

• The Customer Support team is part of the broader Frontline organization, working closely with Sophisticated Support, Workflow Specialists, and other resolver groups.
• The team operates in a large team environment, fostering collaboration and knowledge sharing.

Development Methodology:

• LSEG follows a customer-centric approach, focusing on delivering world-class service experience by prioritizing accessibility and connectivity to Refinitiv's breadth of expertise.
• The company encourages continuous learning and development through Specialized Learning pathways to increase the value of service delivered to customers.

Company Website: www.lseg.com

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level, with opportunities for growth into specialized roles, team leadership, or other functional areas within the organization.

Reporting Structure: Reports directly to the Customer Support Team Manager, with exposure to various teams and stakeholders across the organization.

Technical Impact: Directly impacts customer satisfaction and retention by providing high-quality resolution and maintaining a clear and active focus on customer issues.

Growth Opportunities:

• Develop deep markets and product specialization through Specialized Learning pathways.
• Transition into specialized roles, such as Workflow Specialist or Sophisticated Support.
• Pursue team leadership or management opportunities within the Customer Support organization.
• Explore career paths in other functional areas, such as Product Management, Sales, or Marketing.

📝 Enhancement Note: LSEG's global presence and diverse product offerings provide ample opportunities for career growth and development. Employees are encouraged to explore different roles and gain experience in various areas of the business.

🌐 Work Environment

Office Type: Modern, collaborative workspace with state-of-the-art technology and tools to support customer support activities.

Office Location(s): Akasaka Biz Tower 30, Tokyo, Japan

Workspace Context:

• The workspace is designed to facilitate collaboration and knowledge sharing among team members.
• Multiple monitors and testing devices are available to support customer support activities.
• The workspace encourages cross-functional collaboration with other teams, such as Product, Sales, and Marketing.

Work Schedule: Shift operation between 07:30 AM - 18:00 PM, with a hybrid working arrangement of 3 days in the office and 2 days at home.

📝 Enhancement Note: LSEG's hybrid working arrangement offers flexibility and work-life balance, allowing employees to work remotely for part of the week while still benefiting from the collaborative office environment.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and understanding of the role.
2. Case Study & Role-Play: A practical exercise to evaluate problem-solving skills, customer support skills, and ability to handle customer issues.
3. Final Interview: A discussion with the hiring manager and other team members to assess cultural fit, motivation, and career aspirations.

Portfolio Review Tips (N/A for this role)

Technical Challenge Preparation (N/A for this role)

ATS Keywords:

• Customer Service
• Application Support
• Problem Solving
• Communication
• Teamwork
• Financial Markets
• Trading Products
• Japanese Language
• English Language

📝 Enhancement Note: Familiarize yourself with LSEG's products and services, as well as the financial markets and trading products, to demonstrate your enthusiasm and understanding of the role during the interview process.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Customer-centric approach, prioritizing accessibility and connectivity to Refinitiv's breadth of expertise.
• Collaboration and teamwork, fostering a supportive and inclusive environment.
• Continuous learning and development, encouraging employees to grow and improve their skills.
• Integrity, partnership, excellence, and change, reflecting LSEG's core values.

Collaboration Style:

• Cross-functional integration between customer support, product, sales, and marketing teams.
• Code review culture and peer programming practices to ensure high-quality customer support.
• Knowledge sharing, technical mentoring, and continuous learning to drive team success.

📝 Enhancement Note: LSEG's customer-centric approach and collaborative culture enable employees to provide world-class service experience and drive customer satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing customer expectations and providing high-quality resolution in a timely manner.
• Identifying and referring recurring problems, areas, and processes for improvement.
• Building and maintaining local and overseas relationships with other Frontline teams, Sophisticated Support, Workflow Specialists, and other resolver groups across the organization.

Learning & Development Opportunities:

• Develop deep markets and product specialization through Specialized Learning pathways.
• Attend conferences, obtain certifications, and engage with the community to enhance knowledge and skills.
• Participate in technical mentorship, leadership development, and architecture decision-making opportunities.

📝 Enhancement Note: LSEG's commitment to continuous learning and development enables employees to overcome technical challenges and grow both personally and professionally.

💡 Interview Preparation

Technical Questions:

• Customer Support Fundamentals: Demonstrate your understanding of customer support principles, problem-solving techniques, and communication skills.
• Financial Markets Knowledge: Showcase your familiarity with financial markets, trading products, and Refinitiv's products and services.
• Japanese Language Proficiency: Prove your native-level Japanese and business-level English skills through conversation and written exercises.

Company & Culture Questions:

• LSEG's Mission & Values: Explain how you align with LSEG's mission to drive financial stability, empower economies, and enable customers to create sustainable growth, as well as the company's core values of integrity, partnership, excellence, and change.
• Customer Support Approach: Describe your approach to customer support, emphasizing your customer-centric mindset and ability to provide world-class service experience.
• Teamwork & Collaboration: Discuss your experience working in a large team environment and your ability to collaborate effectively with various teams and stakeholders.

Portfolio Presentation Strategy (N/A for this role)

📝 Enhancement Note: Prepare for the interview by researching LSEG's products and services, familiarizing yourself with the financial markets and trading products, and practicing your Japanese and English language skills.