Customer Experience Specialist (L2)

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.

About the role:

We are looking for a proactive and experienced Customer Experience Specialist (L2) to manage escalations, resolve complex customer issues, and drive improvements across all touchpoints. This role is integral to maintaining customer satisfaction and ensuring seamless service delivery. You will also contribute to projects aimed at enhancing the overall customer experience.

What will you be doing?

• Escalation Management: Serve as the primary point of contact for escalated customer issues, ensuring timely and satisfactory resolutions. Handle complex product and service-related concerns, including payment, card, and account emergencies.Communicate with internal stakeholders and customers to manage and resolve escalations effectively.
• Root Cause Analysis & Improvement: Analyze root causes of recurring escalations and collaborate with cross-functional teams to implement long-term solutions. Maintain detailed records of escalations and resolutions to identify trends and inform process enhancements.
• Vendor Coordination & Support: Facilitate local vendor partners/BPOs in maintaining adherence to service deliverables. Deliver training and support to vendor teams, addressing their queries and equipping them to achieve performance standards.
• Subject Matter Expertise: Develop in-depth knowledge of Aspire’s processes and services to become a trusted subject matter expert. Support internal teams with guidance on complex or specialized customer issues.
• Customer Experience Projects: Participate in initiatives aimed at improving customer journey touchpoints and satisfaction metrics.

Minimum Qualifications :

• At least 3 years in a similar role, ideally within Banking, Fintech, Payments, or a fast-paced customer support environment.
• Proven ability to manage escalations effectively with a client-centric approach, through both Phone and email.
• Open to working weekends, public holidays, and night shifts as required.
• Skilled in CRM tools and customer experience management platforms.
• Strong ability to analyze data, identify trends, and develop actionable insights.
• Fluency in English (written and spoken), with excellent interpersonal and problem-solving skills. Positive, self-motivated, and accountable, thriving in a fast-paced and dynamic environment.

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.