Client Support Manager - User Operations
Coinhako is a Singapore-based, MAS-regulated cryptocurrency trading platform.
Funding history
About Coinhako
Coinhako operates a cryptocurrency exchange and digital-asset platform in Singapore. Its products let users create accounts, fund them via PayNow or FAST bank transfer, and buy, sell, convert, and manage more than 200 cryptocurrencies. The company emphasizes security, regulatory compliance, and an intuitive experience for users at different experience levels. It also provides institutional services, including custody and high-volume trading solutions.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead User Operations and resolve escalated client issues through root-cause investigation. You will oversee customer-impacting projects, complaints, support tickets, disputes, policies, risk controls, incident reporting, and client communications. You will manage and train eight staff members while keeping practices aligned with MAS requirements.
Requirements
- 8+ years of customer service or client support operations experience in a retail brokerage, cryptocurrency firm, fintech, or bank
- University degree in Finance, Economics, Business, or a related field
- Cryptocurrency, blockchain, fintech, or finance trading domain experience preferred
- Knowledge of account-opening AML/CFT requirements preferred
- Communication and concise writing skills
- Ability to adapt to non-office hours when market conditions require
- Bilingual capability preferred
Responsibilities
- Assess and decide client issues
- Investigate root causes of customer issues with internal stakeholders
- Assess customer impact during stakeholder project implementations
- Work with marketing on customer notifications
- Address escalated complaints with prompt and comprehensive answers
- Lead during ticket surges, incidents, and external threats
- Monitor support tickets and report abnormal observations to management
- Challenge outcomes of card payment disputes
- Drive User Operations projects, including AI integration
- Review and approve User Operations policies and procedures
- Perform Risk Control Self-Assessments and report KRIs
- Initiate, coordinate, and close User Operations incident reports
- Manage and train a team of eight staff members
- Work with business units and IT on new initiatives, notifications, and announcements
- Stay current with MAS requirements and guidelines affecting retail customers
Benefits
- Generous annual leave in addition to national holidays
- Medical coverage including GP, specialist, and TCM care
- Self-care benefits
- Fitness workshops and webinars
- Well-stocked pantry