Customer Support Specialist - Hong Kong or Singapore

About the role

Fitch Solutions, part of Fitch Group, is looking for a customer support specialist for its Commercial Team, based in either the Hong Kong or Singapore office. The role supports users in resolving issues, keeps incidents moving and ensures smooth communication so problems are fixed efficiently. It also involves reviewing incident trends with a data-driven approach and working with product, engineering, technical and commercial teams to close gaps and keep client satisfaction high.

Key responsibilities

• Diagnose client issues quickly and apply proven support processes to speed up resolution and improve satisfaction.
• Troubleshoot data quality issues, support client reviews and confirm accuracy before data is used in client workflows.
• Align with regional support teams on shared tools, standards and KPIs to deliver a consistent global client experience across time zones.
• Maintain a high-quality case load, route issues correctly, solve level 1 cases appropriately and improve customer satisfaction.

Required profile

• Growth mindset, open to continuous improvement, experimentation and learning as products and client expectations evolve.
• Strong problem solver who follows structured support processes and helps implement improvements.
• Collaborative team player comfortable working across regions.
• Eager to learn, with a positive attitude toward building new skills.
• Clear communicator who explains things accurately and keeps clients updated; takes ownership of tasks and learns quickly.

What we offer

• Hybrid work: 3 days a week in the office, depending on line of business and location.
• Dedicated training, leadership development and mentorship programmes.
• Retirement planning, financial wellness and tuition reimbursement.
• Comprehensive healthcare and family-first parenting policies, including a global parental leave plan.
• Paid volunteer days and support for community engagement.