Client Support Assistant Manager/Manager - User Operations

Crypto Pro Network; Singapore; On-site; SGD 90,000 - 130,000; Full time

Benefits offered by this job

Generous annual leaves

Medical coverage

Vibrant office environment

Job summary

A leading cryptocurrency platform in Singapore is looking for an experienced client support professional. The role involves delivering client support, resolving account issues, and ensuring operational efficiency. Candidates need a bachelor's in Finance or a related field, with a minimum of 4 years in customer service, ideally within a fintech environment. The position offers a vibrant start-up culture, generous leave, and comprehensive medical coverage.

Qualifications

• Minimum 4 years of experience in customer service/client support operations.
• Advanced understanding of Cryptocurrency/Blockchain/Fintech preferred.
• Strong communication skills with clear writing ability.
• Ability to work in teams and adapt to non-office hours during volatility or launches.

Responsibilities

• Deliver client support and resolve complex account management issues.
• Conduct investigations into root causes of customer issues.
• Draft and maintain Standard Operating Procedures (SOPs).
• Coordinate with Business Units and IT on new initiatives and platform updates.

Skills

Customer service

Problem solving

Communication

Teamwork

Bilingual

Flexibility

Bilingual

Education

Bachelor’s Degree in Finance, Economics, Business

Job description

What you'll be doing:

• Deliver client support and resolve complex account management issues across multiple channels (email, phone, and face-to-face).
• Strong understanding of our business operations, with the ability to effectively address client issues and concerns.
• Serve as the point of contact for customer issues, handling escalations with prompt, accurate, and comprehensive responses.
• Conduct deep-dive investigations into root causes of customer's issues; collaborate with internal stakeholders to implement long-term structural fixes.
• Partner with Business Units and IT on the implementation of new initiatives, manage client notifications, and ensure seamless communication of platform updates.
• Participate in User Acceptance Testing (UAT) for new features, providing actionable feedback for platform improvement.
• Keep abreast with MAS (Monetary Authority of Singapore) requirements and guidelines that pertain to retail customers.
• Draft, refine, and maintain Standard Operating Procedures (SOPs) and internal policies to ensure operational scalability and relevance.
• Bring fresh perspectives to the table to enhance service delivery and operational efficiency.

What we’re looking for:

• Minimum 4 years of experience in customer service/client support operations within a retail brokerage, cryptocurrency firm, Fintech, or bank.
• Bachelor’s 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 anadded advantage
• Possesses strong communication/interpersonal skills and the ability to write clearly and concisely.
• Strong sense of responsibility, accountability and able to work well in teams
• A high degree of accountability with the flexibility to adapt to non-office hours during high market volatility or specific project launches
• Bilingual will be an added advantage

What’s in it 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

Find out more about Coinhako here https://www.coinhako.com/join-us

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Listed in: Crypto Jobs, Web3 Crypto Jobs, Trading Crypto Jobs, Non Tech Web3 Jobs, Legal Crypto Jobs, Compliance Web3 Jobs, Operations Crypto Jobs, AML Crypto Jobs, Manager Crypto Jobs, Data Web3 Jobs, Finance Crypto Jobs, Policy Web3 Jobs, Full Time Web3 Jobs.