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).

• Strong understanding of our business operations, with the ability to effectively address client issues and concerns.

• Serve as the point of contact for customer issues, handling escalations with prompt, accurate, and comprehensive responses.

• Conduct deep-dive investigations into root causes of customer's 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 with MAS (Monetary Authority of Singapore) requirements and guidelines that pertain 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 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 able 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 will be an added advantage

What’s in it for you:

• 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

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.