Client Support Manager - User Operations

About the role

Coinhako is looking for a Client Support Manager to lead its User Operations team and ensure every user receives fair, accurate and timely support. The role manages a team and escalations, drives improvements such as AI-enabled service tools, owns UO policies, risk controls and incident management, and keeps customer practices aligned with MAS requirements.

Key responsibilities

• Decide on client issues after a rational assessment of the circumstances, with a strong understanding of business operations
• Investigate root causes of customer issues by liaising with internal stakeholders
• Take part in stakeholder projects, assessing customer impact and working with marketing on notifications
• Handle escalated complaints with prompt, accurate and comprehensive answers
• Lead during turbulent times, such as ticket surges or incidents
• Monitor support tickets and flag abnormal patterns to management
• Challenge dispute outcomes on card payments
• Drive UO projects, including integrating AI to improve service efficiency
• Review and approve User Operations policies and procedures
• Perform the department's Risk Control Self-Assessment (RCS), report KRIs regularly and initiate incident reporting
• Manage a team of eight staff and provide targeted training
• Work with business units and IT on new initiatives, client notifications and announcements
• Stay up to date with MAS requirements affecting retail customers

Required profile

• 8+ years of experience in customer service or client support operations in a retail brokerage, cryptocurrency firm, fintech or bank
• University degree in Finance, Economics, Business or a related field
• Experience in account opening AML/CFT requirements is an added advantage
• Bilingual is an advantage; able to work outside normal office hours when markets require

Required skills

• Advanced understanding of, or experience in, the cryptocurrency/blockchain/fintech/trading domain
• Strong communication skills and ability to write succinctly
• Sense of responsibility, accountability and teamwork

What we offer

• Friendly, fun start-up culture in a convenient CBD location
• Generous annual leave on top of national holidays
• Medical coverage including GP, specialist and TCM
• Self-care benefits and fitness workshops/webinars
• Vibrant office with a well-stocked pantry