Customer Success Lead

YouTrip is a Southeast Asian financial technology company dedicated to creating the next-generation of digital financial services for consumers and businesses. In 2018, we launched the region’s first and leading multi-currency payment app.

With our consumer and corporate products, YouTrip and YouBiz, we empower users with the most affordable and convenient financial innovations. YouTrip is a Major Payment Institution licensed by the Monetary Authority of Singapore (MAS), and owns principal memberships and issuing licenses with two of the largest card schemes, MasterCard and Visa.

YouTrip has been recognised by industry experts, winning awards for FinTech Employer of the Year by MAS and Singapore Fintech Association (SFA), Most Innovative FinTech Company in Southeast Asia and Best SME Finance Management Platform from APAC Insider’s 2023 Singapore Business Awards. We were also recently recognised as one of the Top Startups in Singapore by LinkedIn, further cementing our position as a leading fintech company in the region.

Our culture is entrepreneurial, open & inclusive, and teamwork-oriented. We are looking for talents with the aspiration to thrive in a rapidly growing business in the exciting FinTech space.

You Will

• Monitor and supervise day-to-day customer service operations for YouBiz (our B2B product), manage customer enquiries, requests and feedback professionally across all customer touch points that are received through channels such as in-app, calls, emails and social media escalations
• Set up, update and maintain Knowledge Base platforms as well as internal and external FAQ to ensure customer queries are correctly addressed
• Identify opportunities for improvement, participate in enhancements
• Supervise and provide guidance to a team of Customer Success Specialists, handling a variety of functions including, but not limited to performing duty supervisor calls and KPI management both in-house and remote teams
• Be the custodian of high quality service, amidst different scenarios and ensuring the team is adequate in performing their deliverables through BAUS, surges of volumes, incident management to expertly navigate and resolve each circumstance. Proficiently manage the existing CRM, Telephony and Knowledge Management systems
• Manage escalations and support or lead in projects implementation
• Work on regular hours from Monday to Friday
• Given the teams are working on 24/7 rotating shifts, the Customer Success Lead would be expected to be readily available to handle escalations outside working hours.

You Are

• Seasoned Customer Service Enthusiast – You are a Degree holder with at least 3 years of senior/supervisory experience in customer service and working knowledge and experience in setting up multiple channels, such as calls, emails and external FAQ. Experiences with start-ups, fintech or bank contact center would be ideal.
• Self-Driven Attitude – You are self-starter and able to work in a fast-paced environment with tight deadlines.
• Independent Worker & Team Player – You are able to work independently, or with a team, demonstrating strong interpersonal, leadership and organizational skills. You are also able to promote a culture of collaboration and teamwork across organization to optimize overall business growth
• Natural Communicator – You have strong interpersonal and communication skills with all levels of the organization from team members to executives

What You can Expect from Us

• An innovative culture that encourages talents to work highly collaboratively in a respectful, friendly environment
• Access to a deep bench of technical and business experts
• Working with an entrepreneurial team of people from across the region

To Apply

If you are interested in this position, please click Apply Now and send in your CV. Due to the high volume of applications, only shortlisted candidates will be contacted.