Client Support Assistant Manager - Remote User Operations

About the Role

We are looking for a Client Support Assistant Manager to join our team at Coinhako. This remote client support role will allow you to deliver exceptional client support and resolve complex account management issues across multiple channels, including email, phone, and face-to-face interactions. As a key member of our user operations team, you will play a crucial role in ensuring our clients receive the highest level of service.

What You'll Do

• Deliver client support and resolve complex account management issues across various channels.
• Serve as the point of contact for customer issues, handling escalations with prompt and comprehensive responses.
• Conduct deep-dive investigations into the root causes of customer issues and collaborate with internal stakeholders to implement long-term fixes.
• Partner with Business Units and IT on new initiatives and manage client notifications regarding 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 that pertain to retail customers.
• Draft, refine, and maintain Standard Operating Procedures (SOPs) and internal policies to ensure operational scalability.
• Bring fresh perspectives to enhance service delivery and operational efficiency.

Requirements

• Minimum 4 years of experience in customer service or 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 in the Cryptocurrency, Blockchain, Fintech, or Finance Trading domain preferred.
• Demonstrated experience in account opening and AML/CFT requirements is an added advantage.
• Strong communication and interpersonal skills with the ability to write clearly and concisely.
• A high degree of accountability with flexibility to adapt to non-office hours during high market volatility.
• Bilingual skills will be an added advantage.

What We Offer

• 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.

Join us as a Client Support Assistant Manager and help us enhance our client experience while working remotely. Apply now to be part of our innovative team!