Client Support Manager - User Operations

Make decisions on client issues based on rational assessment of circumstances, drawing on a strong understanding of business operations

Investigate the root cause of customer issues by liaising with internal stakeholders

Participate in stakeholder project implementations by assessing customer impact and working with marketing on relevant notifications

Address front-line and escalated complaints by identifying root issues and providing prompt, accurate and comprehensive responses

Provide steady leadership during turbulent periods, such as a surge in tickets or an incident

Monitor user support tickets, raise questions, and promptly flag abnormalities to management

Challenge outcomes of card payment disputes

Drive User Operations projects, including integrating AI to improve service efficiency

Review and approve User Operations policies and procedures

Perform Risk Control Self-Assessments for the department, work with other departments to ensure controls are in place, and report KRIs regularly

Initiate incident reporting for User Operations incidents and ensure follow-through and closure across departments

Manage a team of eight staff members and provide training as needed

Work with business units and IT on new business initiatives and regular client notifications and announcements

Stay current on MAS requirements and guidelines affecting retail customers

8+ years of experience in customer service or client support operations at a retail brokerage, cryptocurrency firm, fintech company or bank

A university degree in Finance, Economics, Business, or a related field

Strong communication skills and the ability to write succinctly

A strong sense of responsibility and accountability, with the ability to work well in teams

Ability to adapt to non-office hours when market conditions require it