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Hi, I'm Makoto Nakae, a Customer Success & Support professional with 5+ years helping global members with payments, card transactions, and account security. I thrive in fully remote environments, handling high-volume live chat and email queries, owning issues end-to-end, and guiding onboarding, verification, and KYC/AML checks. I'm fluent in Japanese and English, comfortable on Zoom calls and cross-functional collaboration with Trust & Safety, Legal, and Product. I enjoy translating and localizing for the Japanese market, and I'm proactive about refining support workflows to deliver a warm, member-first experience.…Hi, I'm Makoto Nakae, a Customer Success & Support professional with 5+ years helping global members with payments, card transactions, and account security. I thrive in fully remote environments, handling high-volume live chat and email queries, owning issues end-to-end, and guiding onboarding, verification, and KYC/AML checks. I'm fluent in Japanese and English, comfortable on Zoom calls and cross-functional collaboration with Trust & Safety, Legal, and Product. I enjoy translating and localizing for the Japanese market, and I'm proactive about refining support workflows to deliver a warm, member-first experience.

Makoto Nakae

Project Manager, Content Creator, Content Designer, +2

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Hi, I'm Makoto Nakae, a Customer Success & Support professional with 5+ years helping global members with payments, card transactions, and account security. I thrive in fully remote environments, handling high-volume live chat and email queries, owning issues end-to-end, and guiding onboarding, verification, and KYC/AML checks. I'm fluent in Japanese and English, comfortable on Zoom calls and cross-functional collaboration with Trust & Safety, Legal, and Product. I enjoy translating and localizing for the Japanese market, and I'm proactive about refining support workflows to deliver a warm, member-first experience.…Hi, I'm Makoto Nakae, a Customer Success & Support professional with 5+ years helping global members with payments, card transactions, and account security. I thrive in fully remote environments, handling high-volume live chat and email queries, owning issues end-to-end, and guiding onboarding, verification, and KYC/AML checks. I'm fluent in Japanese and English, comfortable on Zoom calls and cross-functional collaboration with Trust & Safety, Legal, and Product. I enjoy translating and localizing for the Japanese market, and I'm proactive about refining support workflows to deliver a warm, member-first experience.

Available to hire

Hi, I’m Makoto Nakae, a Customer Success & Support professional with 5+ years helping global members with payments, card transactions, and account security. I thrive in fully remote environments, handling high-volume live chat and email queries, owning issues end-to-end, and guiding onboarding, verification, and KYC/AML checks.

I’m fluent in Japanese and English, comfortable on Zoom calls and cross-functional collaboration with Trust & Safety, Legal, and Product. I enjoy translating and localizing for the Japanese market, and I’m proactive about refining support workflows to deliver a warm, member-first experience.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

Japanese

Fluent

English

Fluent

Korean

Intermediate

Work Experience

Customer Service Specialist at Mayflower

August 1, 2024 - April 1, 2026

Remote support for a global video streaming platform; handled live chat, email, phone and Zoom onboarding and member guidance for new applicants; owned end-to-end case handling including payments, onboarding, and KYC/AML checks; escalated to Trust & Safety, Legal and Product as needed.

Customer Service Representative at Mastercard

August 1, 2022 - August 1, 2024

Handled member queries on card transactions and account matters via phone and email; achieved 95%+ resolution within SLA with focus on first-contact resolution; ranked in top 10% across quality, compliance, and productivity KPIs in a regulated financial services environment.

Business Development Manager at Ox Securities

August 1, 2021 - June 1, 2022

Launched Japan market from Chatswood, Sydney; coordinated cross-functional efforts (product, legal, marketing) and localized customer-facing assets to support acquisition and retention.

Translator / Platform Localization at LiteFinance

April 1, 2024 - Present

Part-time, remote translator/localization for Forex/CFD broker; EN→JA and KO→JA localization of website, app, marketing materials and trading platform.