Client Experience Analyst

FundApps; Singapore; On-site; SGD 75,000 - 85,000; Full time

Benefits offered by this job

Wellbeing benefits

Learning budget

Flexible hybrid work

Birthday off

Job summary

FundApps is seeking a Client Experience Analyst in Singapore to join the Client Services team. You will be the frontline technical and product support, triaging requests and resolving issues to ensure optimal performance across our product suite.

Reporting to the Senior Client Experience Manager, you will collaborate with Engineering, Regulatory, and Product teams, support APAC clients, and help refine processes while delivering exceptional service for financial institutions.

Qualifications

• Prior background in technical client support, product support, or customer success in a B2B SaaS or fintech environment.
• Experience using support ticketing platforms (e.g., Zendesk, Intercom, Freshdesk).

Responsibilities

• Provide rapid, accurate resolutions to technical and operational client queries via ticketing platforms, email, and phone.
• Diagnose and resolve complex product issues across our compliance, reporting, and surveillance platforms.
• Partner with Engineering, Product, Regulatory, and Client Services teams to escalate and resolve complex technical cases.
• Capture client feedback and contribute to continuous enhancements in our workflows and support tools.
• Assist with internal documentation, sharing product knowledge, and onboarding colleagues across the wider Client Services organization.
• Support clients primarily across the APAC region, with occasional weekend/public holiday coverage.

Skills

Technical aptitude

Communication

Adaptability

B2B SaaS

Tools

Zendesk

Intercom

Freshdesk

Job description

Client Experience Analyst

Department: Client Services

Employment Type: Full Time

Location: Singapore

Reporting To: Amy King

Compensation: $75,000 - $85,000 / year

Description

About the Team

The Client Services team is a powerhouse of professionals specializing in Implementation, Client Success, and Client Experience. Following the combination of FundApps and SteelEye, our unified team now spans regulatory compliance, monitoring, reporting, and surveillance products. The team works across London, New York, Singapore, Bangalore, and Braga.

The Client Experience (CX) team forms the backbone of our client support operation, utilizing a Follow-the-Sun model to deliver exceptional service globally. We set the bar high, and as we continue to grow, we are looking for a high-energy Client Experience Analyst to join our team in Singapore, serving as a key regional resource across our combined product suite.

Your Mission

Reporting to the Senior Client Experience Manager, you will serve as the frontline of client technical and product support - triaging incoming requests, troubleshooting issues, and enabling the optimal performance of our combined product offerings.

Success in this role requires more than following a playbook: it demands applying sound judgment, navigating ambiguity, and distilling complex technical information for users of varying technical depth. Working alongside Engineering, Product, Regulatory, and wider Client Services teams, you will directly influence process improvements while supporting high-profile financial institutions.

What You'll Be Working On

• Query Resolution: Provide rapid, accurate resolutions to technical and operational client queries via ticketing platforms, email, and phone.
• Troubleshooting: Diagnose and resolve complex product issues across our compliance, reporting, and surveillance platforms.
• Cross-Functional Collaboration: Partner with Engineering, Product, Regulatory, and Client Services teams to escal**a**te and resolve complex technical cases.
• Process Improvement: Capture client feedback and contribute to continuous enhancements in our workflows and support tools.
• Team Enablement: Assist with internal documentation, sharing product knowledge, and onboarding colleagues across the wider Client Services organization.
• Global Support: Support clients primarily across the APAC region, while participating in occasional rotation for weekend and public holiday critical support coverage.

What You'll Bring To The Team

• Relevant Experience: Prior background in technical client support, product support, or customer success, ideally within a B2B SaaS or financial technology environment.
• Technical Acumen: Experience using support ticketing platforms (e.g., Zendesk, Intercom, Freshdesk, etc) and a comfort level analysing technical structures like XML files, APIs, or data feeds.
• Adaptability & Drive: A proactive, curious mindset with a proven ability to learn complex software platforms quickly in a scaling, dynamic environment.
• Strong Communication: Ability to articulate technical solutions clearly and concisely, while maintaining a calm, empathetic, and professional tone during high-pressure situations.
• Industry Context (Bonus): Familiarity with asset management, hedge funds, banking, or regulatory compliance and surveillance technology is a strong plus, though not required.

A Few Things To Know Before You Apply

Salary

The salary for this role is between 75,000 to 85,000 SDG and the final offer will be based on your skills and experience.

We require candidates to have permission to work in Singapore without sponsorship.

We work hybrid and ask that new FundAppers spend 3 days per week at our Singapore office during their first 6 months, to make the most of getting to know the business and other FundAppers.

After that, our policy is at least 2 days per week in the office to collaborate, connect and enjoy our shared space and team activities.

Life At FundApps

• Work/life balance with flexible hybrid working
• Wellbeing benefits such as private health insurance, life insurance, a flexible stipend and mental health coaching
• Peer micro-bonuses through Bonusly
• £1,000 (S$ equivalent) learning budget each year and unlimited professional development leave
• Peer-led ‘Brown-bag lunch’ learning sessions and an annual Learning Festival
• 25 days holiday leave + an extra day next year if you use it all + an extra day after 3 & 5 years
• 5 Years @ FundApps - additional 4 weeks paid holiday leave during your 5th year as a FundApper
• 26 weeks leave for all new parents regardless of gender, location or family structure
• Volunteering leave
• Birthday off

We are proud of the diversity of all FundAppers - it makes us strong. We provide flexibility around religious observances and embrace a variety of cultural celebrations! If you’re looking for a workplace where you can just be yourself, you’re in the right place.

Your Privacy

Any information you submit through our job application process will be used for the purposes of assessing your fit for a role at FundApps. We may also retrieve and store information from your public social media profiles for the same purpose. By applying for this position, you consent to your data being processed in accordance with the FundApps privacy policy.