CX Associate Manager - Escalations

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 looking for a customer-focused and experienced CX Associate Manager with strong product knowledge and incident management capabilities. In this role, you will manage complex customer relationships, lead cross-functional escalations—including payment and product-related issues—and oversee the end-to-end escalation management process. You will be responsible for analyzing customer feedback, identifying root causes of friction, and collaborating with product, engineering, and compliance teams to drive meaningful improvements across customer journeys.

Key Responsibilities:

• Product experience:

1. Champion end-to-end customer experience across key financial products including Cards, SWIFT payments, Compliance/KYC, Investment Solutions, and API integrations.
2. Collaborate closely with Product, Engineering, and Compliance to enhance product usability and proactively eliminate recurring customer pain points.

• Incident & Escalation Management: 
  

1. Lead the full incident lifecycle—from detection to resolution—ensuring timely recovery and minimal impact on customers.
2. Coordinate cross-functional responses, streamline escalation protocols, and continuously improve incident management frameworks..

• Technical Issue Resolution & Feedback Loop:

1. Investigate complex, customer-reported issues; perform root cause analysis and partner with Engineering and Product for resolution.
2. Consolidate customer feedback across CX channels, translating it into actionable product insights to influence roadmap and feature prioritization.

• Customer Experience Strategy:

1. Design and implement initiatives to improve the customer journey across all channels and lifecycle stages.
2. Act as the voice of the customer in cross-functional discussions, aligning experience strategy with business goals.

• Customer Metrics & Operational Insights:

1. Monitor key CX metrics (e.g., NPS, CSAT, CES), identify trends, and recommend actions to improve performance and satisfaction.
2. Deliver regular insights and reports to leadership to support data-driven decision-making and continuous CX optimization.

• Industry & Market Best Practices:

1. 1. Stay up-to-date on the latest trends, tools, and best practices in customer experience management.
   2. Benchmark Aspire’s experience against industry leaders to ensure a competitive and customer-first service model.

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 escalation  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 AI tools.
  
  Please Note: This role requires supporting U.S. time zones and may involve working during evenings or weekends. Flexibility with work hours is essential.

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.