Respond to client inquiries professionally and promptly via live chat, email, and hotline.
Deliver consistent, high-quality service across all communication channels.
Guide new clients through onboarding steps, including document collection, KYC, and platform navigation.
Support post-onboarding activities such as repayment inquiries, status tracking, and general servicing.
Manage backend tasks such as account updates, data entry, and ticket tracking in a timely and accurate manner.
Ensure internal SOPs and CRM records are followed and kept up to date.
Escalate complex or high-impact issues to the Assistant Manager or relevant team with complete documentation.
Proactively reach out to clients for feedback and satisfaction checks post-onboarding or post-resolution.
Document customer feedback, issues, and common pain points for internal discussion.
Participate in internal brainstorming to improve customer experience touchpoints.
Share client insights and service learnings regularly with the team to improve consistency and responsiveness.
Work closely with internal teams to support implementation of client-facing enhancements.
Assist in testing or rolling out new CX tools or service flows when needed.

1–2 years of experience in customer service, client engagement, or operations.
Strong verbal and written communication skills, with a customer-first mindset.
Able to manage multiple priorities with attention to detail in a fast-paced environment.
Familiarity with service tools (e.g. live chat, email ticketing, CRM) preferred.
Comfortable with phone communication and able to handle customer inquiries empathetically.
Team player with a positive attitude and willingness to learn and adapt.
Ability to communicate clearly and professionally in both English and Chinese to support our diverse customer base.

Time off
We would love you to take time off to rest and rejuvenate. We offer flexible paid vacations as well as many other observed holidays by country. We also like to have our people take a day off for special days like birthdays and work anniversaries.
Flexible working
We believe in giving back the control of work & life to our people. We trust our people and love to provide the space to accommodate each and everyone's working style and personal life.
Medical benefits
We offer health insurance coverage for our employees and dependents. Our people focus on our mission knowing we have their backs for their loved ones too.
Mental health and wellness
We understand that our team productivity is directly linked to our mental and physical health. Hence we organize org-wide fitness initiatives and engage partners to provide well-being coaching.
Tech support
We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity

Executive, Customer Experience

Key skills