# Client Support Manager - User Operations

**Company**: Coinhako
**Location**: Singapore
**Experience**: senior
**Job type**: Full time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://jobs.ashbyhq.com/SBI-Coinhako/01a12237-4c56-4e50-b222-cfc0545a72ba?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_9c9fa9d3-d89

## Description

We’re looking for a Client Support Manager to lead our User Operations team and make sure every Coinhako user gets fair, accurate and timely support.

You’ll manage a team and handle escalated client issues, digging into root causes with teams across the business. You’ll also drive improvements such as AI-enabled service tools.

The role carries ownership of UO policies, risk controls and incident management, and keeps our customer practices in line with MAS requirements.

**Responsibilities:**

- Make decisions on client issues based on rational assessment and evaluation of circumstances.

- Investigate the root cause of customer’s issues by liaising with internal stakeholders.

- Participate in various stakeholder’s project implementation by assessing impact on customers and working with marketing to provide relevant information in notifications.

- Address and front escalated complaints by understanding the root issue and providing prompt, accurate and comprehensive answers.

- Exemplify leadership during turbulent/distressed times or external threats.

- Monitor user support tickets, raise questions and promptly feedback to Management any abnormally observed that requires attention.

- Challenge outcomes of disputes on Card payments.

- Drive UO projects including integration of AI to improve service efficiency.

- Review and approve User Operations Policies and Procedures.

- Perform Risk Control Self-Assessment (RCS) for the department and ensure work with other departments to ensure that controls are in place.

- Initiate Incident Reporting for UO incidents and ensure follow through by various departments and closure for incident reporting.

- Manage a team of eight staff members and provide training in specific areas as needed.

- Work with business units and IT on the implementation of new business initiatives, regular client notifications and announcements.

- Keep abreast of MAS’ requirements and guidelines impacting retail customers.

**Requirements:**

- 8+ years of working experience in customer service/client support operations in a retail brokerage, cryptocurrency firm, fintech or bank.

- A university degree in Finance, Economics, Business, or a related field.

- Advanced understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance Trading domain preferred.

- Demonstrated experience in account opening AML/CFT requirements is an added advantage.

- Strong communication skills and ability to write succinctly.

- Strong sense of responsibility, accountability and able to work well in teams.

- Able to adapt to non-office hours when market conditions require.

- Bilingual will be an advantage.

**Benefits:**

- Friendly and fun start-up work culture.

- Convenient work location located in the heart of CBD area.

- Generous annual leaves on top of national holidays.

- Medical coverage including GP, Specialist, TCM, and more.

- Self-care benefits and exciting fitness workshops/webinars.

- Vibrant office with a well-stocked pantry.

## Skills

### Required
- customer service
- client support
- operations
- risk management
- incident management
- leadership
- communication

### Nice to have
- Cryptocurrency
- Blockchain
- Fintech
- Finance Trading
- AML/CFT
- Bilingual

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/SBI-Coinhako/01a12237-4c56-4e50-b222-cfc0545a72ba?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)