Customer support manager

We are looking for a Customer support manager in the Singapore-based company that fully regulated mobile platform that allows regular people to invest in late-stage/pre-IPO companies, mutual funds, VC/PE.

What you’ll do:

Hands on customer support for retail clients:

• Participate in client facing written messaging (support chat & client tickets from various sources: email, messenger, whatsapp) and summarize and proactively investigate issues, action feedback and represent to the Zorion;

• Manage support issue escalation and remediation activities, resolve high profile issues with collaboration across the business, evaluate and implement solutions for customers;

• Monitor and manage Support tickets, prioritize issues and track success against KPIs.

Knowledge and skills we are looking for:

• At least 2 years experience in customer support in retail online business, ideally in finance/fintech sector;

• Good understanding of retail customer support processes and tools;

• Experience with servicing APAC clients for online businesses;

• Ability to simplify complex investment concepts for a general audience;

• A self-starter with strong sense of time management and ownership: Ability to work remotely and proactively plan and carry out tasks at your own initiative;

• Willingness to explore and learn about new technologies and innovative digital financial services, some experience with digital investment platforms or other digital business is preferred;

• Ability to work remotely, using online team collaboration tools: Google workspace, Notion, ticketing systems;

• Experience with liaising with the IT department and other departments on customer support issues, proactively looking for problem causes and possible solutions;

• Fluency in English and Thai languages, ability to use chatGPT to answer tickets in other languages and manage translations.

Optional skills and competencies:

• Ability to assist on marketing tasks related to specifics of the local target audience in Thailand.

What we offer:

• Employment via Deel.com as an independent contractor;

• Working with an international team of world-class professionals on a challenging fintech project;

• Growth opportunity to head of support ;

• Flexible work schedule;

• Unlimited day off;

• Competitive salary, negotiable during the interview;

• A friendly team of professionals, ready to support initiatives and new ideas.