Senior Client Support Specialist

United Fintech; Singapore; On-site; SGD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Global exposure

Ground-up service function

Inclusive workplace culture

Job summary

United Fintech in Singapore seeks a seasoned client-facing service professional to support the full product portfolio, including CobaltFX, FairXchange Horizon, and CBA, guiding banks through onboarding and communicating during incidents.

The role blends relationship management with technical troubleshooting, helping shape a regional support function with on-call coverage and cross-team collaboration to deliver reliable services.

Qualifications

• Minimum 5 years’ experience in client-facing application support or service delivery roles, ideally within financial services or capital markets.
• Outstanding written and verbal communication skills — able to explain technical issues clearly to non-technical stakeholders and represent United Fintech confidently with institutional clients.
• Proven ability to build trusted client relationships, managing expectations and communicating calmly under pressure during incidents.
• Solid grounding in incident, problem, and change management practices (e.g., ITIL), with experience working to service level agreements.
• Sound troubleshooting and diagnostic skills across distributed systems and cloud-hosted environments.
• Ability to work autonomously in a regional hub role, coordinating effectively with internal teams and clients across time zones.

Responsibilities

• Provide day-to-day operational support across the United Fintech product portfolio, including the CobaltFX application suite, the FairXchange Horizon platform and Commercial Banking Applications (CBA).
• Help define the support standards, processes and tooling that will scale across the full product portfolio.
• Develop working knowledge of multiple product lines to enable effective triage and resolution across the group, not just a single platform.
• Act as the first point of contact for support issues via phone, email, or self-service portal.
• Manage incidents, problems, and change/release activities in coordination with engineering, product, and client-facing teams.
• Own incident lifecycle from detection through resolution and post-incident review, ensuring root causes are identified and remediation is tracked.
• Ensure adherence to service level agreements and contribute to the ongoing refinement of SLA targets as the support function matures.
• Handle issues, change requests, and service requests from initiation to resolution.
• Identify recurring problems and work with product and engineering teams to drive permanent fixes and system enhancements.
• Build and maintain operational runbooks, troubleshooting guides, and knowledge base articles — establishing documentation standards for the support function.
• Look for opportunities to automate repetitive support tasks and improve operational efficiency.
• Guide clients through onboarding and configuration, including configuration validation, workflow setup, and go-live readiness checks.
• Serve as a liaison between internal teams and external clients, ensuring clear communication on issue status, planned changes, and service availability.
• Contribute to client-facing service reporting and operational reviews.
• Participate in an on-call rota providing out-of-hours support coverage for production systems, including evenings, weekends, and market holidays as required.
• Respond to critical alerts and client-impacting incidents within agreed response times outside of standard business hours.
• Escalate appropriately to engineering and infrastructure teams when issues exceed support-level resolution.

Skills

Client-facing support

Incident management

ITIL practices

Cloud environments

Stakeholder management

On-call support

AWS

Monitoring tools

Tools

AWS

Monitoring tools

Job description

Key Responsibilities

Based in Singapore and supporting the full United Fintech product portfolio — including the CobaltFX application suite, the FairXchange Horizon platform and Commercial Banking Applications (CBA) - you will be the trusted point of contact for banks and financial institutions: guiding them through onboarding, communicating clearly and confidently during incidents, and building the relationships and service standards on which our regional presence will grow. This is a client-facing service role first and a technical role second - it will suit you if you combine sound troubleshooting instincts with genuine relationship-management skill and the ambition to help shape a support function from the ground up.

Key responsibilities include:

• Provide day-to-day operational support across the United Fintech product portfolio, including the CobaltFX application suite, the FairXchange Horizon platform and Commercial Banking Applications (CBA).
• Help define the support standards, processes and tooling that will scale across the full product portfolio.
• Develop working knowledge of multiple product lines to enable effective triage and resolution across the group, not just a single platform.

Service Desk and Incident Management

• Act as the first point of contact for support issues via phone, email, or self-service portal.
• Manage incidents, problems, and change/release activities in coordination with engineering, product, and client-facing teams.
• Own incident lifecycle from detection through resolution and post-incident review, ensuring root causes are identified and remediation is tracked.
• Ensure adherence to service level agreements and contribute to the ongoing refinement of SLA targets as the support function matures.

Issue Resolution and Continuous Improvement

• Handle issues, change requests, and service requests from initiation to resolution.
• Identify recurring problems and work with product and engineering teams to drive permanent fixes and system enhancements.
• Build and maintain operational runbooks, troubleshooting guides, and knowledge base articles — establishing documentation standards for the support function.
• Look for opportunities to automate repetitive support tasks and improve operational efficiency.

Client Support and Onboarding

• Guide clients through onboarding and configuration, including configuration validation, workflow setup, and go-live readiness checks.
• Serve as a liaison between internal teams and external clients, ensuring clear communication on issue status, planned changes, and service availability.
• Contribute to client-facing service reporting and operational reviews.

On-Call and Out-of-Hours Support

Note: out-of-hours coverage is expected to be a limited requirement for this role and is included below for reference as the support function matures.

• Participate in an on-call rota providing out-of-hours support coverage for production systems, including evenings, weekends, and market holidays as required.
• Respond to critical alerts and client-impacting incidents within agreed response times outside of standard business hours.
• Escalate appropriately to engineering and infrastructure teams when issues exceed support-level resolution.

Key Requirements

• Minimum 5 years’ experience in client-facing application support or service delivery roles, ideally within financial services or capital markets.
• Outstanding written and verbal communication skills — able to explain technical issues clearly to non-technical stakeholders and represent United Fintech confidently with institutional clients.
• Proven ability to build trusted client relationships, managing expectations and communicating calmly under pressure during incidents.
• Solid grounding in incident, problem, and change management practices (e.g., ITIL), with experience working to service level agreements.
• Sound troubleshooting and diagnostic skills across distributed systems and cloud-hosted environments.
• Ability to work autonomously in a regional hub role, coordinating effectively with internal teams and clients across time zones.

Preferred Qualifications

• Experience owning client relationships in a support or service management capacity — running service reviews, producing client-facing reporting, and acting as a trusted escalation point.
• Strong stakeholder management across engineering, product, and commercial teams, with the ability to influence without direct authority.
• Prior experience establishing, scaling, or leading a support function or team - including SLA design, process definition, and mentoring junior team members.
• Experience in FX or institutional trading environments, with an understanding of how banks and financial institutions operate as clients.
• Technical familiarity with AWS, observability and monitoring tooling, or market data feed connectivity is desirable.

Location & Working Arrangements

This is a full-time position based in Singapore at our office in the Central Business District, with minimal travel required.

What We Offer

• Competitive salary and benefits aligned with local market standards.
• Opportunity to work within a global organisation alongside experienced professionals, contributing to the delivery and evolution of technology solutions for financial institutions.
• The chance to help build a new global support function from the ground up, shaping standards, processes and tooling across the full product portfolio.
• Flexibility to balance professional goals with personal ambitions, in a supportive, inclusive and values-driven workplace culture.

We encourage candidates of all backgrounds to apply and are committed to fostering a diverse, inclusive, and supportive working environment.

About United Fintech

Founded in 2020 and backed by the industry, United Fintech is a Digital Transformation Platform where global Financial Institutions and cutting-edge technology providers come together to unleash their full potential and enable the future of finance. United Fintech remains on the frontier of innovation by acquiring engineering-led fintechs within Capital Markets, Wholesale Banking, and Wealth Management under a central umbrella. Since 2020, the company has acquired six fintechs. United Fintech has received strategic investments from Barclays, BNP Paribas, Citi, Danske Bank, Standard Chartered, and Danish Growth Capital.