Client Support Assistant Manager/Manager - User Operations

What you'll be doing:

• Deliver client support and resolve complex account management issues across multiple channels (email, phone, and face-to-face).
• Develop a strong understanding of our business operations to effectively address client issues and concerns.
• Serve as the primary point of contact for customer issues, handling escalations with prompt, accurate, and comprehensive responses.
• Conduct deep-dive investigations into the root causes of customer issues; collaborate with internal stakeholders to implement long-term structural fixes.
• Partner with Business Units and IT on the implementation of new initiatives, manage client notifications, and ensure seamless communication of platform updates.
• Participate in User Acceptance Testing (UAT) for new features, providing actionable feedback for platform improvement.
• Keep abreast of MAS (Monetary Authority of Singapore) requirements and guidelines pertaining to retail customers.
• Draft, refine, and maintain Standard Operating Procedures (SOPs) and internal policies to ensure operational scalability and relevance.
• Bring fresh perspectives to the table to enhance service delivery and operational efficiency.

What we're looking for:

• Minimum 4 years of experience in customer service/client support operations within a retail brokerage, cryptocurrency firm, Fintech, or bank.
• Bachelor’s Degree in Finance, Economics, Business, or a related field.
• Advanced understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance Trading domain is preferred.
• Demonstrated experience in account opening AML/CFT requirements is an added advantage.
• Possesses strong communication/interpersonal skills and the ability to write clearly and concisely.
• Strong sense of responsibility, accountability, and the ability to work well in teams.
• A high degree of accountability with the flexibility to adapt to non-office hours during high market volatility or specific project launches.
• Bilingual ability will be an added advantage.

What’s in it for you:

• Friendly and fun start-up work culture.
• Convenient work location in the heart of the CBD area.
• Generous annual leave 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.

Find out more about Coinhako here: https://www.coinhako.com/ and don't forget to visit our Careers Page: https://www.coinhako.com/join-us

By submitting your application to us, you consent to the collection, use, disclosure, and processing of your personal data in accordance with our privacy policy, which is accessible at https://www.coinhako.com/legal/sg-1/privacy_policy.

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