Client Support Manager - User Operations

We’re looking for a Client Support Manager to lead our User Operations team and make sure every Coinhako user gets fair, accurate and timely support. You’ll manage a team and handle escalated client issues, digging into root causes with teams across the business. You’ll also drive improvements such as AI-enabled service tools. The role carries ownership of UO policies, risk controls and incident management, and keeps our customer practices in line with MAS requirements. It suits a seasoned client support leader who stays calm under pressure, makes sound decisions and wants to shape the user experience in a fast-moving crypto environment.

What you'll be doing:

- Make decision on client issues based on rational assessment and evaluation of circumstances. Strong understanding of our business operations is required.

- Investigate the root cause of customer’s issue 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 notification

- Addressed 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 etc..

- Monitor user support ticket, raise questions and promptly feedback to Management any abnormally observed that requires attention.

- Challenge outcomes of disputes on Card payments

- Drive UO 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 UO 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

What we're looking for:

- 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

What’s in 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

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.