Customer support manager
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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 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.
No resume? Download our questionnaire!