Senior Client Support Specialist

About the role

United Fintech is looking for a Senior Client Support Specialist to join its global application support function, based in Singapore. You will be a founding member of the team and the face of the service to banks and financial institutions across Asia-Pacific, helping build the standards, processes and client relationships on which the regional presence grows. The role is client-facing first and technical second, combining troubleshooting with relationship management.

Key responsibilities

• Provide day-to-day operational support across the CobaltFX suite, the FairXchange Horizon platform and Commercial Banking Applications (CBA), and help define the support standards, processes and tooling that scale across the portfolio.
• Act as first point of contact for support issues via phone, email or self-service portal, and manage incidents, problems and change/release activities with engineering, product and client-facing teams.
• Own the incident lifecycle from detection through resolution and post-incident review, track remediation and ensure adherence to service level agreements.
• Handle issues, change requests and service requests, identify recurring problems and work with product and engineering teams on permanent fixes.
• Build and maintain runbooks, troubleshooting guides and knowledge base articles, and look for ways to automate repetitive tasks.
• Guide clients through onboarding and configuration, validate configurations, set up workflows and check go-live readiness, and act as liaison between internal teams and clients.
• Take part in an on-call rota for out-of-hours production support, responding to critical alerts and escalating beyond support scope.

Required profile

• Minimum 5 years' experience in client-facing application support or service delivery, ideally in financial services or capital markets.
• Outstanding written and verbal communication, able to explain technical issues to non-technical stakeholders and represent the company with institutional clients.
• Proven ability to build trusted client relationships and stay calm under pressure during incidents.
• Ability to work autonomously in a regional hub role across time zones.

Required skills

• Solid grounding in incident, problem and change management (e.g. ITIL) and experience working to service level agreements.
• Troubleshooting and diagnostic skills across distributed systems and cloud-hosted environments.
• Preferred: experience owning client relationships, stakeholder management across engineering, product and commercial teams, and experience establishing or leading a support function.
• Preferred: experience in FX or institutional trading environments; familiarity with AWS, observability and monitoring tooling or market data feed connectivity.

What we offer

• Full-time position in the Singapore CBD with minimal travel.
• Competitive salary and benefits aligned with local market standards.
• The chance to help build a new global support function from the ground up.

Candidates apply by submitting their CV; applications are reviewed on a rolling basis.