Client Support Assistant Manager/Manager

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

What we're looking for:

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

What’s in it for you:

1. Friendly and fun start-up work culture
2. Convenient work location located in the heart of CBD area
3. Generous annual leaves on top of national holidays
4. Medical coverage including GP, Specialist, TCM, and more
5. Self-care benefits and exciting fitness workshops/webinars
6. Vibrant office with a well-stocked pantry