Client Support Manager — Lead AI-Driven User Ops (Crypto)

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

Benefits offered by this job

Generous annual leaves

Medical coverage including GP, etc.

Wellness programs and fitness events

Vibrant CBD office

Job summary

Coinhako is seeking a Client Support Manager to lead the User Operations team, resolve escalated client issues and implement AI-enabled tools to improve service efficiency. You will own UO policies, risk controls, and MAS-aligned incident management while guiding a team of eight and coordinating with cross-functional stakeholders.

The role requires 8+ years in customer service operations within financial or crypto sectors, strong communication, and flexibility for non-office hours.

Qualifications

• 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

Responsibilities

• Lead the User Operations team and resolve escalated client issues.
• Investigate the root cause of customer issues by liaising with internal stakeholders.
• Drive AI-enabled service tools and improvements for efficiency.
• Maintain UO policies, risk controls and incident management in line with MAS guidance.
• Monitor tickets and report KRIs; escalate as needed.
• Handle disputes related to card payments and manage incidents.

Skills

Leadership

Customer service

Communication

AML/CFT knowledge

Teamwork

Bilingual

Education

University degree in Finance, Economics, Business

Job description

Coinhako is seeking a Client Support Manager to lead the User Operations team, resolve escalated client issues and implement AI-enabled tools to improve service efficiency. You will own UO policies, risk controls, and MAS-aligned incident management while guiding a team of eight and coordinating with cross-functional stakeholders.

The role requires 8+ years in customer service operations within financial or crypto sectors, strong communication, and flexibility for non-office hours.