Assistant Manager, Client Experience

About the role

Funding Societies | Modalku, the largest SME digital finance platform in Southeast Asia, is looking for an Assistant Manager, Client Experience to join its team specializing in SME lending products. The role leads and oversees the client experience (CX) team and ensures a seamless, consistent experience across all customer touchpoints.

Key responsibilities

• Lead and mentor the CX team, oversee day-to-day operations including live chat, email, hotline support and post-sales services, and monitor performance metrics such as response time, resolution rate and customer satisfaction
• Ensure a consistent experience from onboarding (document collection, KYC) to post-loan servicing, and handle escalated cases professionally
• Identify gaps in customer service workflows and collaborate with product, operations and tech teams to improve internal tools, client-facing platforms and communication channels
• Gather and analyse client feedback from calls, surveys and interactions, turning it into actionable insights and driving cross-functional follow-ups
• Serve as the CX point of contact in cross-departmental projects and report regularly to management on CX metrics, trends and initiatives
• Develop and document SOPs and best practices, and take ownership of special projects

Required profile

• Bachelor's degree in Business, Communications, Marketing or a related field
• Minimum 2-4 years of experience in customer experience, client servicing or operations, preferably in fintech or financial services
• Proven ability to lead teams or mentor junior staff and manage performance metrics
• Experience writing or maintaining SOPs
• Excellent spoken and written English

Required skills

• Proficiency in Microsoft Office Suite and/or Google Workspace, especially Excel/Sheets for reporting
• Analytical skills to turn customer feedback into actionable insights
• Preferred: experience with CX tools (e.g. Intercom), CRM or ticketing platforms, familiarity with CSAT, NPS and resolution time, and experience in a start-up or fast-growing environment

What we offer

• Flexible paid vacations and observed holidays by country, plus a day off for birthdays and work anniversaries
• Flexible working arrangements
• Health insurance for employees and dependents
• Wellness coaching and fitness initiatives
• Company laptop and tech support