Client Support Manager - User Operations

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

Job summary

Coinhako, a Singapore-based crypto exchange, seeks a Client Support Manager to lead User Operations and ensure fair, accurate, timely support. You will manage a team, handle escalated issues, and drive improvements including AI-enabled service tools, shaping how users experience Coinhako.

You will own UO policies, risk controls, and incident management, ensuring customer practices meet MAS requirements in a fast-moving environment.

Qualifications

• Seasoned client support leader with fintech/crypto experience.
• Strong decision-making under pressure and risk awareness.
• Experience with incident management and policy adherence (MAS-like).

Responsibilities

• Make rational decisions on client issues based on assessment of circumstances.
• Investigate root causes by liaising with internal stakeholders.
• Participate in stakeholder projects and assess impact on customers.
• Address escalated complaints promptly and accurately.
• Drive improvements such as AI-enabled service tools.
• Own UO policies, risk controls, and incident management.

Skills

Team leadership

Customer support

Issue escalation

Root-cause analysis

Tools

AI tools

Job description

Coinhako# Client Support Manager - User OperationsNew roles land in Following.SingaporePosted 1 day agofulltimeApply on Coinhako's career page## Job description previewFrom Coinhako’s original postingWe’re looking for a Client Support Manager to lead our User Operations team and make sure every Coinhako user gets fair, accurate and timely support. You’ll manage a team and handle escalated client issues, digging into root causes with teams across the business. You’ll also drive improvements such as AI-enabled service tools. The role carries ownership of UO policies, risk controls and incident management, and keeps our customer practices in line with MAS requirements. It suits a seasoned client support leader who stays calm under pressure, makes sound decisions and wants to shape the user experience in a fast-moving crypto environment. What you'll be doing: - Make decision on client issues based on rational assessment and evaluation of circumstances. Strong understanding of our business operations is required. - Investigate the root cause of customer’s issue by liaising with internal stakeholders - Participate in various stakeholder’s project implementation by assessing impact on customers and working with marketing to provide relevant information in notification - Addressed and front escalated complaints by understanding the root issue and providing prompt, accurate and...Open full posting on Coinhako’s site