FinTech AI Customer Support Specialist

Longbridge Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Longbridge Singapore is a new-generation, AI-driven online brokerage. We seek a client-focused professional to manage multi-channel inquiries, complaints, and knowledge updates, ensuring accurate case records and timely follow-up.

Role involves working with AI-enabled tools, maintaining a robust knowledge base, and driving continuous improvement across CS processes. Diploma/Bachelor’s in business/finance/communications and 2–5 years of relevant experience are preferred. Mandarin is a plus.

Qualifications

• Bachelor's or Diploma in business, finance, communications or related field.
• 2–5 years of relevant customer service experience, preferably in banking, brokerage, fintech or financial services.
• Experience handling complaints and escalated cases across multiple channels is an advantage.
• Good understanding of financial products, brokerage services and/or digital trading platforms is an advantage.
• Comfortable working with digital platforms, CRM systems and AI-enabled customer service tools.
• Strong written and verbal communication skills with good problem-solving and complaint-handling abilities.

Responsibilities

• Handle client enquiries via phone, email, in-app chat and walk-in channels across account, trading, platform and service matters.
• Manage the CS mailbox and ensure enquiries are resolved within service standards.
• Support customer outreach requests from internal teams with timely follow-up.
• Maintain accurate case records and client communications in the relevant systems.
• Handle client complaints and escalated cases, coordinating with Operations, Compliance, Product and IT as needed.
• Conduct daily quality checks on AI-generated in-app Chat responses and coordinate corrections with relevant teams.
• Regularly review and update the CS knowledge bank to keep information current and aligned with product and regulatory requirements.

Skills

Customer service

Complaint handling

Multichannel support

AI chat QA

Knowledge management

CRM systems

Attention to detail

Independent yet collaborative

Mandarin advantage

Education

Diploma or Bachelor's degree in business/finance/communications or related field

Job description

Longbridge Singapore is a new-generation, AI-driven online brokerage. We seek a client-focused professional to manage multi-channel inquiries, complaints, and knowledge updates, ensuring accurate case records and timely follow-up.

Role involves working with AI-enabled tools, maintaining a robust knowledge base, and driving continuous improvement across CS processes. Diploma/Bachelor’s in business/finance/communications and 2–5 years of relevant experience are preferred. Mandarin is a plus.