Head of Care Operations

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 15,000 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

The role is part of the overall Customer Experience team within the Operations vertical. The candidate is responsible for Aspire Care Operations. The role requires the candidate leading the Level 1 and Level L2 support teams. While L1 support teams will be supported by the outsourcing partners and Level 2 support will be supported by the in-house teams.

You are the link between Aspire CX operations and its outsourcing partners. Your role is crucial to create the best customer experience and create a loyal client base.

Key Responsibilities

• Build and lead Partner operations (BPO outsource partner) to support Aspire global care operations.
• Responsible for leading and driving global care operations across level 1 & 2 support teams by owning key customer metrics.
• Build & lead world class, customer obsessed and proactive operations.
• Leverage Tech first mindset to transform customer experience.
• Set up partnerships with BPOs & own partner RFQs, contracts, price negotiations, including performance-based incentives, SLAs, etc.
• Deliver incredible customer experience in collaboration with our partners and the inhouse teams.
• Design and own end to end service model
• Design & own the Aspire-Partner operating model for CX
• Create a cost-effective support system
• Create exceptional customer experience & satisfaction
• Set clear KPIs, goals and direction to the inhouse & the partner teams
• Ensure fast time-to-first-response and time-to-resolution
• Ensure high quality standards
• Ensure high customer satisfaction
• Ensure 24/7 availability
• Support the inhouse & partner teams into achieving these goals
• Setting up clear process on issue resolution & escalation
• Ensure that Partner teams are fully up to date with all products & service and are trained to do basic troubleshooting
• Provide regular feedback to Partners with Aspire & Partner BAU teams and recurring business performance review meetings with the Aspire & Partner management team
• Do performance analysis and reporting and guide Partner and Aspire teams on areas of improvement
• Continuously improve how Partner operations fit into Aspire's operations and mission
• Support Aspire's geo-expansion strategy
• Maximise synergies & leverage that Aspire can get from outsourcing activities
• Project manage key initiatives to support the global outsourcing program
• Manage budget & billing of the Partner
• Review & approve monthly billings
• Suggest budgets according to market standards
• Keep costs aligned with budget, request for budget adjustments when needed

We would love to get to know you if you have the following:

• You have done it before - Minimum 15 years of experience; Strong track record in managing support inhouse teams & outsourcing partners; Strong track record in managing stakeholders (internal & external); Track record in a customer service roles and in tech companies is preferred
• You can think short and long term - You come up with a strategy for the next quarters, but also to execute and produce deliverables this week.
• You are a hands- on leader- You are comfortable in reviewing customer cases and can coach your teams accordingly.
• You make operations run like clockwork - You are highly analytical and structured; you are able to align a team to the company's vision
• You are customer-obsessed - Putting yourself in the shoes of the customer comes naturally to you. You do right by the customer.
• You have strong communication skills - You can communicate key messages effectively with internal and external stakeholders. Your communication is clear, concise and professional.

What we offer

• Work from anywhere and Work from Home subsidy.
• Uncapped flexible annual leave.
• Training subsidy for your professional growth.
• Wellness benefit.
• Team bonding budget to foster collaboration and sense of belonging.
• Culture is Key: Most importantly, we always strive to cultivate a special culture that brings special talents together - You may learn more about our culture at 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 .