Executive, Customer Experience

About the role

Funding Societies | Modalku, the largest SME digital finance platform in Southeast Asia, is hiring an Executive, Customer Experience in Singapore. As the frontline of client engagement, you will handle inbound servicing and conduct structured outbound outreach, gathering feedback, deepening relationships and surfacing financing opportunities.

Key responsibilities

• Handle inbound client inquiries via live chat, email and hotline, and guide new clients through onboarding, document collection and KYC verification
• Support clients after disbursement on repayment, account updates, renewals and general servicing
• Log tickets, enter data and maintain accounts accurately, escalate complex issues with full documentation, and keep SOPs and CRM records up to date
• Reach out proactively to existing clients by WhatsApp, phone and site visits, running a structured outreach sequence (EDM, WhatsApp, calls, meetings) to retain and grow clients
• Run client feedback sessions, identify cross-sell and upsell opportunities, and track Net Promoter Score (NPS)
• Analyse interaction data to find trends and friction points, and recommend product and service improvements
• Work with Sales, Operations and Marketing, and contribute to the internal knowledge base

Required profile

• 1-3 years of experience in customer success, client engagement, account management or outbound client-facing roles
• Comfortable with proactive outreach: calls, WhatsApp messages and face-to-face meetings
• Strong spoken English and Mandarin (spoken Mandarin required for the SME client base)
• Disciplined in documentation and CRM logging
• Strong listening and empathy, able to handle complaints professionally
• Able to thrive in a fast-paced, high-growth environment and manage multiple priorities

Required skills

• Familiarity with CRM platforms (HubSpot, Intercom preferred)
• English and Mandarin communication

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
• Mental health and wellness initiatives and well-being coaching
• Company laptop and tech support