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.