Client Experience Analyst

About the role

We are seeking a high‑energy Client Experience Analyst to join our Singapore team, supporting the combined FundApps and SteelEye product suite. Reporting to the Senior Client Experience Manager, you will be the first point of contact for technical and product‑related client inquiries, ensuring swift and accurate resolutions for our global financial institution customers.

Key responsibilities

• Provide rapid, accurate resolutions to client queries via ticketing platforms, email and phone.
• Diagnose and resolve complex issues across compliance, reporting and surveillance platforms.
• Collaborate with Engineering, Product, Regulatory and Client Services teams to escalate and solve technical cases.
• Capture client feedback and contribute to continuous improvement of support workflows and tools.
• Create and maintain internal documentation, share product knowledge and onboard colleagues.
• Support APAC‑region clients and participate in on‑call rotation for weekend and public‑holiday coverage.

Required profile

• Prior experience in technical client support, product support or customer success, preferably in a B2B SaaS or financial‑technology environment.
• Proactive, curious mindset with the ability to learn complex software platforms quickly.
• Strong communication skills, able to explain technical solutions clearly and maintain a calm, empathetic tone.

Required skills

• Experience with support ticketing platforms such as Zendesk, Intercom or Freshdesk.
• Ability to analyse technical structures including XML files, APIs and data feeds.