Senior Customer Experience (CX) Specialist

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! 

Job Description:

We are seeking a skilled and customer-oriented CX Senior Specialist to join our team.The ideal candidate will manage customer relationships, handle inquiries and complaints, oversee escalations—including payment-related issues—and lead incident management processes. This role involves gathering and analyzing customer feedback, driving improvements across all touchpoints, and collaborating with cross-functional teams to enhance the overall customer experience. You will play a key role in identifying process improvements, resolving customer pain points, and influencing product development.

Responsibilities:
Customer Relationship Management:

1. Handle customer inquiries, concerns, and complaints in a timely and professional manner, ensuring positive resolutions.
2. Build and maintain strong relationships with customers to enhance loyalty and satisfaction.

Complaint Handling :

1. Oversee the complaint handling process and ensure that all complaints are addressed in a timely and effective manner.
2. Analyze complaint trends and identify root causes of recurring issues.
3. Provide regular reports on complaint handling performance to senior management.

Incident Management:

1. Lead the response and recovery activities for critical incidents, managing the lifecycle from detection through resolution.
2. Coordinate with cross-functional teams to minimize service disruptions and ensure efficient incident resolution.
3. Develop and refine incident management processes, aligning them with organizational goals and objective

Customer Experience Strategy Development:

1. Develop and implement initiatives to improve the customer experience across all touchpoints and channels.
2. Collaborate with cross-functional teams (e.g., Product, Sales, Marketing) to address customer pain points and enhance processes.

Product Improvement and Bug Analysis:

1. Analyze customer-reported bugs and collaborate with the tech team to ensure timely resolution.
2. Generate ideas to enhance Aspire’s products and services, reporting issues and potential improvements to relevant teams.

Customer Satisfaction and Experience Metrics:

1. Monitor, track, and report on key customer satisfaction and experience metrics (e.g., NPS, CSAT).
2. Regularly assess and present actionable insights to improve performance across these metrics.

Industry Best Practices:

1. Stay up-to-date on the latest trends, tools, and best practices in customer experience management.
2. Proactively apply industry insights to refine strategies and enhance service quality.

Requirements:

• Bachelor's degree in Business, Finance, or a related field.
• Minimum of 5 years of experience in customer experience management, incident management, or a related role.
• Strong understanding of customer experience principles and incident management processes.
• Excellent communication and interpersonal skills.
• Proven ability to analyze data and translate insights into actionable strategies.
• Experience collaborating with cross-functional teams to drive process improvements.
• Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
• Proficiency in customer relationship management (CRM) software and incident management tools.
• The role requires to work during weekends (Wed- Sun). 

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.