CX Lead, Self-Serve

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! 

We are seeking a seasoned candidate to join our team as the CX Ops Self-Serve Lead, supporting our global markets. This role is part of the Customer Experience Operations team at Aspire.

The ideal candidate will have a strong background in the following areas:

• Building and developing in-house AI bot capabilities (both chat and voice)

• Leading and driving company-wide customer contact rate reduction strategies

• Driving self-serve strategy and initiatives across multiple markets

What will you be doing?

Build out & manage the Self-Serve support flows: Build and drive customer self serve strategy (short term and medium term), prioritize initiatives to improve customer self serve efforts.Identify and implement AI solutions (chatbot, phonebot, AI agents, ...) to build a seamless customer journey. 

Eliminate needs for clients to reach out to support: Build and drive customer contact rate reduction strategy at Aspire (existing & new markets). Prioritise opportunities, identify solutions in partnership with the product team and drive execution to reduce customer contact rate. Leverage customer journey mapping exercise to identify hot spots, build an ideal customer journey and work with xfn teams to drive changes. Build best practices by studying market practices, in evolving contact rate metric. Gather and analyze data to identify trends, root causes, and areas for improvement (weekly, monthly & Quarterly)

Engage & collaborate with cross-functional stakeholders to rally teams around building a  customer experience: Build and maintain strong relationships with internal and external stakeholders including product, marketing, compliance, strategy & operations teams. Measure, review & evolve AI metrics such as (AI automation coverage, resolution rate and Quality of customer interactions on AI solutions). Provide regular reports and insights to senior management, offering recommendations for process enhancements.

We would love to get to know you if you have the following : 

At least 7 years of experience, with a Bachelor's degree in Business, Technology, Engineering, or a related field. Proven experience in driving customer self-serve strategy and initiatives. Strong Gen AI/ML skills, including building chat/voice bots in-house. Strong understanding of payment processes and systems. Excellent client service skills with a client-centric approach. Demonstrated ability to influence and collaborate with stakeholders at all levels. Exceptional analytical and problem-solving skills. Excellent communication and interpersonal skills, with the ability to thrive in a fast-paced, dynamic environment.

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.