Client success associate

About Syfe Syfe is a digital investment platform with a mission to empower people to grow their wealth for a better future. Built on the pillars of advice, access and innovation, we cater to the full spectrum of an individual's wealth needs across diversified proprietary portfolios, cash management solutions and a state-of-the-art brokerage. The Syfe team combines world-class financial expertise with best in-class technology talent. Excellence in execution is in our DNA and we offer equity ownership to all employees regardless of seniority and designation. We are regulated by the financial authorities across Singapore, Hong Kong and Australia. In Singapore alone, where we are headquartered, over 100,000 investors trust Syfe to grow their wealth. Since its founding, Syfe has raised US$79 million from world-class investors. The company has won multiple awards including Wealth Management Fintech of the Year by the Asian Banking and Finance Awards, as well as being recognized as one of the Top Linked In Startups in Singapore. The Right Profile The Client Service team serves as the voice behind Syfe’s brand. As the first line of service and support for our clients, our Client Success Analyst work closely with internal stakeholders to ensure an optimised client experience at each touch point. You will be responsible for providing world-class customer service, solutions and support to our clients. We are looking for individuals who are enthusiastic, quick-thinking, and willing to go the extra mile to provide an exceptional client experience. Location: Singapore This role requires the incumbent to be physically located in Singapore's office. We are unable to provide work pass sponsorships for this position. Responsibilities Serve as single point of contact for client queries and engage clients to gain a full understanding of client service needs and gaps. Take ownership of assigned client support tickets and ensure prompt resolution to all client inquiries and issues. Work closely with internal stakeholders to deliver customer service that exceeds client expectations. Adapt and select appropriate templates for responses to repeated issues. To craft professional responses to clients based on understanding of internal processes and product offerings. To resolve clients’ issues based on understanding of internal process and reach out to internal stakeholders if required. Understand and adhere to escalation matrix for complex or high priority issues. Demonstrate exceptional prioritisation and time management skills and, through escalating when appropriate, maintain and enhance long-term client relationships. Continually build familiarity and knowledge of Syfe’s product offerings and become the domain expert on the usage of all features within the app. Adhoc projects may be allocated from time to time. Qualifications Eligible candidates must be Singapore citizens, permanent residents or hold a valid work pass to work in Singapore. 1 - 3 years of previous experience in a role with a strong client management focus preferred. Experience using Zendesk or an equivalent customer service software preferred. Financial services experience preferred but not required. Excellent command of written and spoken English. Able to work independently/remotely and also as a team player. Have a can-do approach to resolving client requests. Ability to work in a dynamic, fast-paced environment with high self-assurance, energy and drive. Strong communication and interpersonal skills. You will thrive at Syfe if: You take initiative, act with drive and lead with an owner's mindset. You prefer open communication, remain humble and see feedback as a tool for personal and professional development. You flourish in a fast-paced and ever-changing landscape, where ambiguity is an opportunity to demonstrate your critical thinking and growth-oriented mindset. You come as you are. at Syfe, we believe in the power of diversity and are dedicated to creating a welcoming and innovative environment for all our employees. We embrace and encourage applications from candidates of all backgrounds and provide equal employment opportunities without discrimination based on any personal characteristic or status protected by law. If you require any accommodations to ensure a comfortable and positive interview experience, please don't hesitate to reach out. Recruiting Process (estimated duration: 4 to 6 weeks) If your application is shortlisted, please expect: Virtual introductory call with our Talent Acquisition Partner (15 min) Virtual/Onsite interview with the Hiring Manager (60 min) Take-home technical assignment that mimics real-world problem relevant to your role (2-3 days) Onsite interview with the Hiring Manager and our Head of Customer Success (60 min) Virtual/Onsite interview with our Head of People & Culture (45 min) Background and Reference Checks Due to the volume of applications, we regret that only shortlisted candidates will be notified. #J-18808-Ljbffr