Senior FinTech Client Success & Support Lead

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

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.