Customer support manager

Full time
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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 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.
Check with the manager

No resume? Download our questionnaire!