Customer Experience Manager

Aspire is the leading all-in-one finance operating system for growing businesses in APAC. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and MSME to realise their full potential. 

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and helped more than 50,000 businesses using our suite of products.

For 2 consecutive years in 2022 & 2023, Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn’s Top Startup in Singapore. In 2023, we also made it to CB Insights’ Top 100 Global Fintech List. 

You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds.

Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space! 

About the Team

At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.

We are seeking a highly skilled CX Manager to join our team. The ideal candidate will be responsible for managing and improving the overall customer experience across all touchpoints. This role will also include managing escalations, ensuring that complex or sensitive customer issues are resolved promptly and effectively.s. This role is crucial in ensuring the effective resolution of escalations and maintaining high levels of client satisfaction.

Responsibilities:

Customer Experience Strategy:

1. Develop and implement a comprehensive customer experience strategy that aligns with the company’s goals and objectives.
2. Continuously assess and improve customer journey mapping to enhance the overall customer experience.
3. Identify key metrics to measure customer satisfaction and develop initiatives to improve them.
4. To work closely with the GM/Commercial team to identify market / customer needs and issues and proactively the success metrics like CSAT, detractor rate, churn rate 

Escalation Management:

1. Act as the primary point of contact for customer escalations, ensuring timely and satisfactory resolution.
2. Analyze root causes of escalations and collaborate with relevant teams to implement long-term solutions.
3. Maintain detailed records of all escalations and resolutions to identify trends and areas for improvement.

Team Leadership:

1. Lead, mentor, and develop a team of customer experience professionals.
2. Provide ongoing training and support to ensure the team is equipped to deliver exceptional customer service.
3. Foster a customer-centric culture within the team and across the organization.

Cross-Departmental Collaboration:

1. Work closely with product, marketing, sales, and support teams to ensure a consistent and seamless customer experience.
2. Communicate customer feedback and insights to internal stakeholders to drive product and service improvements.
3. Collaborate on the development and launch of new products or services, ensuring customer needs are at the forefront.

Reporting & Analytics:

1. Monitor and report on key performance indicators (KPIs) related to customer experience and escalation management.
2. Responsible for key OKRs and Market metrics like CSAT, Detractor rate, customer journey flow, escalation rate
3. Use data-driven insights to inform decision-making and drive continuous improvement.
4. Present regular updates to senior management on the status of customer experience initiatives and escalations.

Customer Feedback Management:

1. Collect and analyze customer feedback from various channels (e.g., surveys, social media, direct interactions).
2. Develop and implement action plans based on feedback to improve customer satisfaction.
3. Ensure customers feel heard and valued, fostering strong relationships and loyalty

 

Requirements:

• Bachelor's degree in Business, Finance, or a related field.
• Proven experience in managing escalations within the fintech or payment industry.
• Strong leadership and team management skills.
• Excellent client service skills with a client-centric approach.
• Ability to analyze data and generate actionable insights.
• Familiarity with CRM software and customer experience management tools.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Fluency in English and Mandarin

 

Preferred Qualifications:

• Familiarity with the Hong Kong market and regulatory environment.
• Proficiency in data analysis tools and reporting.
• Fluency in Cantonese 

What we offer

• Uncapped flexible annual leave.
• Hybrid work arrangement. 
• Training subsidy for your professional growth.
• Wellness benefit.
• Team bonding budget to foster collaboration and sense of belonging.
• Flexibility to work from anywhere (for up to 90 days per annum).
• Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page.
  

Equal Opportunity Statement 

Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws. 

Please note: by submitting your application, you acknowledge that you have read and understood Aspire’s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the “Policy”), and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing people@aspireapp.com.