Client Success Team Lead

Syfe; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading financial services platform in Singapore is seeking a Client Success Team Lead to enhance client experience. This role entails addressing client queries, managing support tickets, and collaborating with internal teams to exceed expectations. Ideal candidates have 3-5 years in client management and proficiency in English and Mandarin. The position requires being physically located in Singapore. The company values diversity and encourages applications from all backgrounds.

Qualifications

• 3-5 years of experience in client management preferred.
• Excellent command of written and spoken English and Mandarin.
• Ability to work independently and as part of a team.

Responsibilities

• Serve as a single point of contact for client queries.
• Resolve client support tickets promptly.
• Work closely with internal stakeholders to enhance customer service.

Skills

Client management

Communication skills

Problem-solving

Time management

Language proficiency in English and Mandarin

Tools

Zendesk

Job description

Syfe is APAC's largest and fastest-growing digital wealth platform, trusted with over US$10 billion in assets.

We are fundamentally changing how hundreds of thousands of people across Asia-Pacific build wealth through a holistic approach to managing money rather than just pushing investment products. Backed by world-class investors and recognised as a leader in wealthtech, we are a team of passionate builders creating the future of wealth management.

The Right Profile

The Client Success team serves as the voice behind Syfe’s brand. As the first line of service and support for our clients, our Client Success Team Lead works closely with internal stakeholders to ensure an optimised client experience at each touch point.

You will be responsible for providing world-class customer service, solutions and support to our clients. We are looking for individuals who are enthusiastic, quick-thinking, and willing to go the extra mile to provide an exceptional client experience.

Location: Singapore

This role requires the incumbent to be physically located in Singapore's office.

We are unable to provide work pass sponsorships for this position.

Responsibilities

• Serve as single point of contact for client queries and engage clients to gain a full understanding of client service needs and gaps.
• Take ownership of assigned client support tickets and ensure prompt resolution to all client inquiries and issues.
• Work closely with internal stakeholders to deliver customer service that exceeds client expectations.
• Adapt and select appropriate templates for responses to repeated issues.
• To craft professional responses to clients based on understanding of internal processes and product offerings.
• To resolve clients’ issues based on understanding of internal process and reach out to internal stakeholders if required.
• Understand and adhere to escalation matrix for complex or high priority issues.
• Demonstrate exceptional prioritisation and time management skills and, through escalating when appropriate, maintain and enhance long‑term client relationships.
• Continually build familiarity and knowledge of Syfe’s product offerings and become the domain expert on the usage of all features within the app.
• Adhoc projects may be allocated from time to time.

Qualifications

• Eligible candidates must be Singapore citizens, permanent residents or hold a valid work pass to work in Singapore.
• 3-5 years of previous experience in a role with a strong client management focus preferred.
• Experience using Zendesk or an equivalent customer service software preferred.
• Financial services experience preferred but not required.
• Excellent command of written and spoken English and Mandarin.
• Able to work independently/remotely and also as a team player.
• Have a can‑do approach to resolving client requests.

You will thrive at Syfe if:

• You take initiative, act with drive and lead with an owner's mindset.
• You prefer open communication, remain humble and see feedback as a tool for personal and professional development.
• You flourish in a fast‑paced and ever‑changing landscape, where ambiguity is an opportunity to demonstrate your critical thinking and growth‑oriented mindset.
• You come as you are. at Syfe, we believe in the power of diversity and are dedicated to creating a welcoming and innovative environment for all our employees. We embrace and encourage applications from candidates of all backgrounds and provide equal employment opportunities without discrimination based on any personal characteristic or status protected by law. If you require any accommodations to ensure a comfortable and positive interview experience, please don't hesitate to reach out.

Come As You Are

We believe in the power of diversity and are dedicated to creating a welcoming and innovative environment for all our employees, whether you are applying from Singapore or from overseas. We embrace and encourage applications from candidates of all backgrounds and provide equal employment opportunities for all.

Due to the volume of applications, we regret that only shortlisted candidates will be notified.