Escalations Manager

We are the leading all-in-one finance operating system for growing businesses in South-East Asia. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and SMBs to realize their full potential.

We have successfully closed an oversubscribed US$ 100 million Series C equity round in 2023 led by Sequoia and Lightspeed with participation of Tencent and PayPal. Since its inception in 2018, we have raised over US$ 300 million from world-class investors to power our solutions we have partnered with some of the best companies in the world such as Visa and Wise and help more than 15,000 businesses using our suite of products.

In 2020 we were awarded Hottest Startup by Singapore Business Review and Finalist MAS Fintech Awards. In 2021 and 2022 we were named in LinkedIn's Top 5 Startups in Singapore and awarded Best Employer of the Year and best Payments Tech 2022 by Asia Fintech Awards .

You will be amazed by our energy and ambition. We are a team of ex-entrepreneurs, ex-founders, and A players with international and diverse (45% of us are women) backgrounds. We team up to excel in what we do, and don't take NO for an answer.

We are expanding rapidly. Are you a top talent? Are you passionate about entrepreneurship? Join us and make an impact in the Fintech space!

ABOUT THE ROLE

You lead a team of product experts that help our customers & Aspire teams. You help users get the full value out of the product by resolving client escalations and driving for product & process improvements.

• Your team resolves client escalations together with clients & is the PIC for product utilization issues
• Your team communicates with clients over phone & email as needed
• You help your team resolve escalations & intervene with customers or other stakeholders when needed
• You conduct customer research and product analysis, present findings & surface key opportunities for improvements to contribute to the development of our product and processed
• You work closely with account management, onboarding, support teams to manage & serve our client base
• You provide feedback, create documentation, and help train other teams to provide first support to clients
• You ensure healthy customer satisfaction, time to resolution, response times, follow-up times, QA score, and other key metrics
• You drive projects to increase the performance of your team

YOUR PROFILE

• You have done it before - You have experience and a solid track record in managing a B2B support team
• You are a problem solver - You may have never faced a problem before, but you will know how to investigate the problem and find the best solution
• You are customer-obsessed - Putting yourself in the shoes of the customer comes naturally to you
• You are an outstanding communicator - Your replies are concise and clear. You are able to communicate clearly to customers and internal stakeholders.

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 .