Client Support Manager

About the role

As the Client Support Manager at Coinhako, you will oversee the User Operations team, ensuring that users receive timely and accurate support in a dynamic crypto environment. Your role will involve investigating customer issues, managing escalated complaints, and driving projects to enhance service efficiency, including integrating AI solutions.

You will also be responsible for monitoring support tickets, collaborating with various departments to implement new business initiatives, and ensuring compliance with regulatory requirements. Leading a team of eight, you will provide training and foster a culture of accountability and responsiveness, particularly during high-pressure situations.

Skills that matter here

• customer service/client support operations: This role requires extensive experience in managing client support operations, particularly in the cryptocurrency or fintech sectors.
• team management: The position involves leading a team of eight staff members and providing necessary training.
• communication skills: Strong communication skills are essential for effectively addressing client issues and collaborating with internal stakeholders.
• risk assessment: You will perform Risk Control Self-Assessments and ensure that proper controls are in place within the department.

Who this role suits

• A professional with over eight years of experience in client support roles, particularly in retail brokerage or cryptocurrency.
• Someone who thrives in a fast-paced environment and can adapt to non-office hours when necessary.
• A team-oriented individual with strong communication skills and a sense of accountability.
• A candidate who is comfortable leading a team and managing complex client issues.

From the employer

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 (e.g., surge in tickets or discovery of incidents).
• Monitor user support tickets, raise questions, and promptly feedback to Management any abnormalities observed that require attention.
• Challenge outcomes of disputes on Card payments.
• Drive User Operations 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.
• Report KRI on a regular basis.
• Initiate Incident Reporting for User Operations 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.

Conditions

• 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.