Client Support Manager - User Operations
Core
Lead the User Operations team to ensure fair, accurate, and timely support for Coinhako users, managing escalated client issues and driving service improvements including AI tools.
Role type
Senior Client Support Manager (User Operations)
Builds
User support processes, incident management systems, and AI-enabled service tools
Domain
Cryptocurrency / Blockchain / Fintech
Deliverable
production ML models
Required skills
Team leadership, root cause analysis, stakeholder management, policy development, risk control self-assessment, incident reporting, regulatory compliance (MAS), AML/CFT knowledge, project implementation
Preferred skills
Cryptocurrency/Blockchain/Fintech domain expertise, account opening AML/CFT experience, bilingualism
Technologies
AI service tools
Responsibilities
Manage a team of eight staff members, handle escalated client complaints, investigate root causes of issues, review and approve User Operations Policies, perform Risk Control Self-Assessments, initiate incident reporting, drive integration of AI to improve service efficiency, liaise with internal stakeholders and business units, monitor support tickets for abnormalities, challenge outcomes of disputes on Card payments, ensure compliance with MAS requirements
Seniority
Senior, hands-on IC with team management
