Client Experience Leader, Crypto UO & AI Support

SBI Coinhako; Singapore; On-site; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Medical coverage

Annual leave

CBD office location

Gym/ wellness programs

Job summary

SBI Coinhako is seeking a Client Support Manager to lead the User Operations team in Singapore. You will oversee escalated client issues, drive root-cause analysis, and implement improvements including AI-enabled service tools.

The role requires ownership of UO policies, risk controls and MAS-aligned practices in a fast-moving crypto environment. You will manage eight staff, coordinate with IT and business units for new initiatives, and ensure timely notifications to customers.

Qualifications

• 8+ years of working experience in customer service/client support operations in financial services, fintech, or crypto.
• University degree in Finance, Economics, Business, or related field.
• Advanced understanding of Cryptocurrency/Fintech domains preferred.
• Experience with AML/CFT requirements is an added advantage.
• Strong communication skills and ability to write succinctly.
• Team leadership and accountability in cross-functional settings.
• Ability to adapt to non-office hours when market conditions require.

Responsibilities

• Make decisions on client issues based on rational assessment and business understanding.
• Investigate root causes by liaising with internal stakeholders.
• Participate in project implementations with impact assessments for customers.
• Address escalated complaints with prompt, accurate responses.
• Lead the User Operations team and train staff as needed.
• Manage incident reporting and risk control activities across departments.
• Drive AI-enabled service tools to improve efficiency.
• Review and approve User Operations Policies and Procedures.

Skills

Customer service operations

Leadership

Communication

AML/CFT awareness

Bilingual advantage

Education

Bachelor's degree in Finance/Economics/Business

Job description

SBI Coinhako is seeking a Client Support Manager to lead the User Operations team in Singapore. You will oversee escalated client issues, drive root-cause analysis, and implement improvements including AI-enabled service tools.

The role requires ownership of UO policies, risk controls and MAS-aligned practices in a fast-moving crypto environment. You will manage eight staff, coordinate with IT and business units for new initiatives, and ensure timely notifications to customers.