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Customer Experience Manager

Opportunity Overview

The Customer Experience Manager will lead our efforts in proactively increasing customer satisfaction and loyalty by ensuring their interaction with our suite of card and crypto payment solutions creates the best possible experience from initial contact to after-sale support for all our countries of operation (Singapore, Hong Kong, Australia and Malaysia). This is a unique opportunity to take on a newly created and important role in an exciting and ground-breaking Series A payments Fintech.

You will be responsible for developing and managing customer journey initiatives through a combination of supporting software and tools as well as analysis of customer feedback. This includes identifying and anticipating customer needs to help design supportive products and services accordingly. You will build effective relationships with customers (individuals and small businesses) by responding to their inquiries and complaints in an efficient manner.

You will be part of a lean and highly motivated team headquartered in the Singapore CBD and will report directly to the COO. This will provide you with the opportunity to directly contribute to the growth trajectory of the organization in a meaningful way. You will also work very closely with all facets of the business including operations, product and marketing providing you with an invaluable opportunity to grow yourself professionally and personally.

Responsibilities

  • Act as the first line of contact for customers on inbound queries or issues through channels such as live chat (Intercom), social media and email
  • Own customer inbound communication from initial contact to resolution – escalating issues to relevant departments as needed and ensuring that are closed out
  • Ensure appropriate content is made available to effectively guide and educate users on product/service offerings
  • Analyze customer feedback, surveys, and data to identify customer pain points, drop offs and identity alternative ways to improve the customer journey
  • Manage our CRM system and continuously work towards improving how data is captured, utilized, and reported in system
  • Oversee and implement programs to showcase our excellent service levels, encourage referrals and maintain loyalty
  • Propose changes in the product and user experience with the goal of anticipating customers needs and upselling
  • Work with Marketing, Sales, Compliance and Engineering team to continuously refine the customer journey across all regions of operation

Requirements

  • Minimum 2 years experience working in customer experience/support or similar roles
  • Fluent in English, both verbal and written
  • Clear and professional customer communication skills that carries empathy on the customer’s point of view
  • Knowledge of customer service principles, practices, procedures, and standards
  • Experience mapping customer journeys
  • Proven ability to use data to drive decision making
  • Enjoy building systems and processes using a series of supporting tech
  • Strong at prioritization and capable of managing multiple tasks at a time
  • Must be currently living in Singapore - we can not provide relocation assistance

Bonus

  • Experience working with ActiveCampaign or Intercom
  • Exposure to UI product design
  • Mandarin, Cantonese or Bahasa Melayu speaker
Submit your application to us via email at hello@ipaymy.com.

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