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Modulate

Customer Support Manager

Senior Customer Success Manager

Open to opportunities

General Application

Frontier is seeking an experienced Customer Support Manager to lead its dedicated team.  Responsibilities include ensuring high-quality service, fostering a supportive team culture, developing and monitoring KPIs and SLAs, collaborating with other departments, managing the Customer Ticketing platform (Zendesk), driving customer satisfaction, producing reports, implementing new technologies, creating self-service materials, acting as the primary escalation point for complaints, and ensuring service compliance. The ideal candidate will have demonstrable experience managing and developing a customer support team, a strong grasp of customer service best practices, experience with ticketing systems, excellent problem-solving skills, and a proven ability to exceed customer expectations. This role offers a full in-studio or hybrid work arrangement with relocation support.

<div class="section page-centered" data-qa="job-description"><div><span style="font-size: 16px">Frontier is an independent video game developer and publisher, crafting immersive gaming experiences with fun gameplay and unparalleled artistic quality. Renowned for its iconic creative management simulation games, Frontier captivates players worldwide with immersive and authentic game worlds. The modern studio is located in the vibrant technology hub of Cambridge (UK). The talented team at Frontier are dedicated to nurturing our existing portfolio and delivering our exciting future roadmap.&nbsp;</span></div><div><br></div><div><span style="font-size: 16px;"><i>This role is offered on a full in-studio basis or a hybrid basis (typically 3 days per week in the studio). We can provide a comprehensive relocation support package as part of any offer, should you need to relocate.&nbsp;</i></span></div><div><br></div><div><b style="font-size: 32px;">WHAT’S THE ROLE?</b></div><div><span style="font-size: 16px;">We are seeking an experienced Customer Support Manager to lead our dedicated and passionate Customer Support team. In this role, you will be instrumental in ensuring top-tier service is provided to players of our portfolio of games, as well as fostering a supportive and engaging environment for your team. You will work collaboratively with other departments, developing and implementing improvements and optimising technologies, and ensuring customer support initiatives align with our wider company goals.</span></div></div><div class="section page-centered"><div><h3>WHAT YOU’LL BE DOING</h3><ul class="posting-requirements plain-list"><ul><li>Leading the Customer Support and Community Safety team ensuring high-quality service and effective&nbsp;resource planning to handle peak demand periods.</li><li>Nurturing a supportive team culture through clear communication and training &amp; development. &nbsp;</li><li>Developing and monitoring KPIs and SLAs to steer team objectives and priorities.</li><li>Collaborating closely with other departments including Community, Development, QA and Publishing functions, providing customer representation and issue summaries. </li><li>Maintaining effective communication, coordination and support to all levels and stakeholders. </li><li>Serving as the asset owner for the Customer Ticketing platform (Zendesk).</li><li>Defining and delivering initiatives to drive customer satisfaction and loyalty.</li><li>Producing reports and insights on service and product issues to inform improvements.</li><li>Identifying and implementing new approaches or technologies to enhance customer service.</li><li>Creating guidance and support materials to promote customer self-service.</li><li>Acting as the primary escalation point for customer complaints.</li><li>Ensuring compliance, quality, and consistency of service, protecting customer data and upholding consumer rights.</li></ul></ul></div></div><div class="section page-centered"><div><h3>WHAT YOU’LL BRING</h3><ul class="posting-requirements plain-list"><ul><li>Demonstrable experience of managing and developing a customer support or service team, responsible for full delivery lifecycle support, and exceeding customer expectations.</li><li>A strong grasp of customer service best practices, including conflict resolution, customer satisfaction, and key performance indicators (KPIs) and service level agreements (SLAs).</li><li>Experience with ticketing system / CRM solutions, ensuring best practices and user experience.</li><li>Excellent problem-solving skills, with a track record in identifying and resolving issues, and implementing effective solutions.</li></ul></ul></div></div><div class="section page-centered" data-qa="closing-description"><div><b style="font-size: 18px">WHAT WE CAN OFFER YOU</b></div><div><span style="font-size: 16px">You will work with talented and passionate people to support, develop or publish our sophisticated and enduring games, in a creative, collaborative and inclusive environment. We love what we do, and we work hard to provide outstanding experiences for our players.&nbsp;</span></div><div><span style="font-size: 16px">&nbsp;</span></div><div><span style="font-size: 16px">Wellbeing is a big focus at Frontier, and we are continually evolving how we can support our people. We encourage a healthy work/life balance and provide a range of wellbeing activities, initiatives and sessions to support both mental and physical health.&nbsp;&nbsp;</span></div><div><span style="font-size: 16px">&nbsp;</span></div><div><span style="font-size: 16px">We offer a competitive salary and benefits package, which includes a success-based annual bonus, share option schemes, life assurance, private family healthcare, flexitime working hours, enhanced maternity/paternity leave, in-house subsidised catering, support with relocation, a Cycle to Work scheme, free bike servicing, and social activities and events.&nbsp;</span></div><div><span style="font-size: 16px">&nbsp;</span></div><div><span style="font-size: 16px">We strive to create an environment where everyone can fully demonstrate their capability and potential. If you therefore need any reasonable adjustments to support you during the recruitment process, please speak to your Talent Acquisition representative.&nbsp;&nbsp;</span></div></div>

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The Senior Product Manager, Savings & Investments role at Aspire involves leading the engineering and design team to launch products in core markets (Singapore, United States, and/or Hong Kong). This individual will collaborate with stakeholders, conduct market research, and make data-driven decisions to prioritize features. They will manage the product lifecycle, ensuring timely releases and user engagement. The role requires a minimum of 5-7 years of product experience, strong analytical skills, and excellent communication abilities. The successful candidate will play a key role in redefining how businesses manage their finances. This role is fast-paced and highly impactful.

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<div><p>At Aspire, we’re more than just a FinTech company—we’re the leading all-in-one financial operating system built to empower the world’s innovators and entrepreneurs. We are on a mission to reinvent business finance, empowering startups and businesses to realise their full potential.</p> <p>Founded in 2018, Aspire has raised over <strong>USD 300M+</strong> across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed <strong>USD 100 million</strong> 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 empowered more than 50,000 businesses using our suite of products.</p> <p>Aspire has consistently been recognized for excellence, earning <strong>Best Employer</strong> and <strong>Startup of the Year</strong> by the <strong>Asia FinTech Awards</strong> in <strong>2022</strong> and <strong>2023</strong>, ranked as <strong>LinkedIn’s Top Startup in Singapore</strong>, and listed on <strong>CB Insights’ Top 100 Global Fintech</strong> in <strong>2023 </strong>and <strong>2024.</strong></p> <p>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.</p> <p>Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space!&nbsp;</p></div><div><p><strong>About the Team:</strong></p> <p>At Aspire, we believe that exceptional products are the driving force behind our success. Our Product Team is at the forefront of innovation, defining the product roadmap, delivering outstanding features, and ensuring that our products address the needs of both our customers and their businesses. By leveraging expertise and data, our Product team will shape our product strategy and guide product iterations to refine and optimize our offerings, ensuring that we deliver solutions that exceed expectations.</p> <p>We are looking to hire a Senior Product Manager for Savings &amp; Investments to help us redefine how businesses manage their finances and execute on that vision. In particular, all aspects pertaining to cash management, savings, and investment into money market funds. This is a fast-paced, highly-impactful and transparent role for a motivated and organized individual who thrives in a dynamic environment.</p> <p><strong>About the role:</strong></p> <ul> <li>Take ownership of the Savings and Investments product roadmap and lead the engineering &amp; design team from implementation to launch in core markets (SG, US, and/or HK).</li> <li>You will collaborate closely with stakeholders across all departments to develop a clear and compelling product strategy and vision for the Treasury product, ensuring alignment with the company's overall business goals.</li> <li>Conduct in-depth market research, competitor analysis, and industry trend monitoring to identify opportunities and stay ahead of the curve.</li> <li>Make data-driven decisions to prioritize features and improvements based on customer needs, market opportunities, technical feasibility, and business value.</li> <li>Manage all lifecycle stages from ideation through sunset, and be responsible for ensuring that deliverables are understood, releases are delivered on time, and users are engaged</li> </ul> <p><strong>Minimum qualifications:</strong></p> <ul> <li>A minimum of 5-7 years of relevant product experience in a fast-paced, technology-driven environment ideally in payments or fintech</li> <li>Demonstrated sharp analytical and problem-solving skills with strong attention to details</li> <li>Ability to drive negotiations with stakeholders from various levels and departments, to make informed trade-offs</li> <li>Data-driven - has the ability to extract insights from raw data and communicate them clearly</li> <li>Outstanding communication, presentation and leadership skills</li> <li>Excellent communication and collaboration skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical audiences.</li> </ul> <p><strong>Preferred qualifications:</strong></p> <ul> <li>Previous direct experience in end-to-end launch of financial products, especially payments or investments.</li> <li>Previous start-up or Management Consulting experience a plus</li> <li>Previous degree or coursework in finance, taxation, law, auditing, or related fields.</li> <li>Familiar with the supervision and regulatory practices of the investments in any countries</li> </ul></div><div><p><strong>What we offer</strong></p> <ul> <li>Uncapped flexible annual leave.</li> <li>Hybrid work arrangement.&nbsp;</li> <li>Training subsidy for your professional growth.</li> <li>Wellness benefit.</li> <li>Team bonding budget to foster collaboration and sense of belonging.</li> <li>Flexibility to work from anywhere (for up to 90 days per annum).</li> <li>Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our <a href="https://aspireapp.com/careers">careers site</a> and <a href="https://www.linkedin.com/company/aspire-sea/life/lifeataspire/?viewAsMember=true">LinkedIn Life page</a>.<strong><br></strong></li> </ul> <p><strong>Equal Opportunity Statement&nbsp;</strong></p> <p>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.&nbsp;</p> <p><strong>Please note:</strong> by submitting your application, you acknowledge that you have read and understood Aspire’s <a href="https://drive.google.com/file/d/1vLznVZh_G59UpJ2IO0vUyy0dskPf7ZAF/view?usp=sharing" target="_blank"><em data-stringify-type="italic">Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants</em>&nbsp;(the “<strong data-stringify-type="bold">Policy</strong>”)</a>, 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 <em data-stringify-type="italic"><a class="c-link" href="mailto:people@aspireapp.co" target="_blank" data-stringify-link="mailto:people@aspireapp.co" data-sk="tooltip_parent">people@aspireapp.com</a></em>.&nbsp;</p></div>

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

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