CX Specialist, Quality

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.

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million 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.

Aspire has consistently been recognized for excellence, earning Best Employer and Startup of the Year by the Asia FinTech Awards in 2022 and 2023, ranked as LinkedIn’s Top Startup in Singapore, and listed on CB Insights’ Top 100 Global Fintech in 2023 and 2024.

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.

Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space! 

Key Responsibilities

• Customer Support & Issue Resolution: Deliver high-quality support across email, chat, WhatsApp, and WeChat channels, ensuring timely and professional resolution of customer inquiries, including those from VIP & Premium clients.
• Market-Specific Enablement (HK): Support the Hong Kong market by localizing SOPs and FAQs, identifying training needs, and contributing to knowledge management initiatives.
• Quality Assurance: Monitor support interactions to identify gaps, conduct ticket deep dives to uncover root causes, and recommend solutions to improve service quality.
• Voice of Customer (VoC): Analyze customer interactions and feedback to identify recurring themes, unmet needs, and areas for improvement. Share actionable insights with product, operations, and support teams to drive enhancements in the customer journey.
• Data & Insights: Conduct root cause analysis and deep dives into support data to identify recurring issues and drivers of contact. Prepare reports highlighting customer trends, pain points, and performance metrics to support improvements in contact reduction and overall service efficiency.
• Cross-Functional Projects: Collaborate with internal teams on initiatives related to communication, training, and continuous improvement to enhance both agent performance and customer satisfaction.
• Bot Effectiveness: Monitor and optimize bot performance to improve resolution rates and reduce BOT DETs for the HK market. Identify gaps in automation flows and work with relevant teams to enhance deflection and overall customer experience. 

Qualifications & Skills

• Education: Bachelor’s degree or diploma in Business Administration, Communications, Customer Support, or a related field.
• Analytical Skills: Proven ability to analyze customer tickets and data to identify trends and drive process improvements.
• Technical Proficiency: Experience with CRM tools (e.g., HubSpot, Intercom)
• 2-5 years of experience in a customer service role, preferably in a tech-driven or financial services environment.
• Strong problem-solving and analytical skills to effectively resolve customer issues.
• Ability to handle high-pressure situations and manage multiple tasks simultaneously.
• A customer-first mindset with a passion for enhancing customer experiences.
• Excellent verbal and written communication skills in English and Cantonese and Mandarin.

What we offer

• Uncapped flexible annual leave.
• Hybrid work arrangement. 
• Training subsidy for your professional growth.
• Wellness benefit.
• Team bonding budget to foster collaboration and sense of belonging.
• Flexibility to work from anywhere (for up to 90 days per annum).
• 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 careers site and LinkedIn Life page.
  

Equal Opportunity Statement 

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. 

Please note: by submitting your application, you acknowledge that you have read and understood Aspire’s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the “Policy”), 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 people@aspireapp.com.