Assistant Manager, Client Experience

Funding Societies | Modalku is the largest SME digital financing platform in Southeast Asia, expanding into a leading SME neobank. We are licensed and registered in Singapore, Indonesia, Thailand, Malaysia, and operating in Vietnam, and backed by Sequoia India, Softbank Vision Fund and SMBC bank amongst many others. Funding Societies | Modalku provides business financing to small and medium-sized enterprises (SMEs), which is funded by individual and institutional investors. And here at Funding Societies | Modalku we live by our core values GETFS:

• Grow Relentlessly: Strive to become our best, most authentic selves.
• Enable Teamwork, Disable Politics: Only by forging togetherness, we help each other succeed.
• Test Measure Act: Stay curious and reinvent ourselves, through innovation and experimentation.
• Focus on Impact: Create impact through bias for action and tangible results.
• Serve with Obsession: Build win-win relationships for the long-term by having a customer obsession.

We are looking for a dynamic and driven Assistant Manager, Client Experience to join our team specializing in SME lending product.

What will you do:
Team Leadership & Oversight

• Lead and mentor the Client Experience (CX) team, providing guidance, support, and training to ensure high service standards.
• Oversee day-to-day CX operations, including live chat, email, hotline support, and post-sales services.
• Monitor team performance metrics (e.g. response time, resolution rate, customer satisfaction), and implement improvements as needed.

Customer Journey & Service Excellence

• Ensure a seamless, consistent customer experience across all touchpoints—from onboarding (document collection, KYC) to post-loan servicing.
• Handle escalated customer cases with professionalism, providing timely and satisfactory resolutions.

Process & Experience Enhancement

• Identify gaps or inefficiencies in customer service workflows and drive continuous improvements.
• Collaborate with product, operations, and tech teams to enhance internal tools, client-facing platforms, and communication channels.
• Spearhead initiatives to optimize customer onboarding, engagement, and retention.

Insights & Feedback Management

• Proactively gather, analyze, and report on client feedback (via calls, surveys, and interactions).
• Translate feedback into actionable insights; drive cross-functional follow-ups to improve products, processes, and experiences.

Stakeholder Collaboration & Reporting

• Serve as the CX point of contact in cross-departmental projects or new initiatives that impact client experience.
• Prepare and present regular updates and reports to management on CX metrics, trends, and initiatives.

Other Responsibilities

• Develop and document SOPs and best practices for the CX function.
• Take ownership of special projects or tasks aligned with team or company priorities.

What will you need:

Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or a related field.
• Minimum 2–4 years of experience in customer experience, client servicing, or operations, preferably in fintech or financial services.
• Strong interpersonal and communication skills, with the ability to manage client interactions professionally across various channels (chat, email, hotline).
• Proven ability to lead teams or mentor junior staff, with experience managing performance metrics and driving service improvements.
• Structured thinking and problem-solving skills, with the ability to break down complex issues and drive clear, actionable solutions.
• Detail-oriented, well-organized, and capable of handling multiple priorities in a fast-paced environment.
• Experience in writing or maintaining Standard Operating Procedures (SOPs).
• Proficient in Microsoft Office Suite and/or Google Workspace, especially Excel/Sheets for reporting.
• Strong analytical skills to translate customer feedback into actionable insights.
• Excellent command of English, both spoken and written.

Preferred Qualifications

• Experience in CX tools (e.g., Intercom), CRM systems, or ticketing platforms.
• Exposure to or collaboration with cross-functional teams (e.g. product, tech, operations).
• Familiarity with CX metrics such as CSAT, NPS, or resolution time.
• Passion for customer-centric problem solving and process optimization.
• Experience in CX AI tools (e.g. chatbots, voice AI, automated support workflows).
• Past experience in a start-up or fast-growing environment is a plus.

• 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.
• Medical Benefits - We offer health insurance coverage for our employees and dependents. Our people focus on our mission knowing we have their back 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 have Wellness Wednesdays and we engage partners to provide well-being coaching. And we have our Great FSMK Workout sessions too to keep everyone healthy and fit!
• Learning & Development - We believe learning should never end and we support everyone with self-learning L&D allowances.
• Tech Support - We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity