Lead User Operations & Client Support — Crypto

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, 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.