Client Support Manager - User Operations

We'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 comprehensive answers.

• Exemplify leadership during turbulent/distressed times or external threats e.g surge in tickets or discovery of incidents etc..

• Monitor user support ticket, raise questions and promptly feedback to Management any abnormally observed that requires attention.

• Challenge outcomes of disputes on Card payments

• Drive UO projects including integration of AI to improve service efficiency

• Review and approve User Operations Policies and Procedures.

• Perform Risk Control Self-Assessment (RCS) for the department and ensure work with other departments to ensure that controls are in place. Report KRI on a regular basis.

• Initiate Incident Reporting for UO incidents and ensure follow through by various departments and closure for incident reporting.

• Manage a team of eight staff members and provide training in specific areas as needed.

• Work with business units and IT on the implementation of new business initiatives, regular client notifications and announcements

• Keep abreast of MAS' requirements and guidelines impacting retail customers

What we're looking for

• 8+ years of working experience in customer service/client support operations in a retail brokerage, cryptocurrency firm, fintech or bank.

• A university degree in Finance, Economics, Business, or a related field.

• Advanced understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance Trading domain preferred

• Demonstrated experience in account opening AML/CFT requirements is an added advantage

• Strong communication skills and ability to write succinctly.

• Strong sense of responsibility, accountability and able to work well in teams

• Able to adapt to non-office hours when market conditions require.

• Bilingual will be an advantage

What's in for you

• Friendly and fun start-up work culture

• Convenient work location located in the heart of CBD area

• Generous annual leaves on top of national holidays

• Medical coverage including GP, Specialist, TCM, and more

• Self-care benefits and exciting fitness workshops/webinars

• Vibrant office with a well-stocked pantry