Client Support Manager - User Operations

We’re looking for a Client Support Manager to lead our User Operations team and make sure every Coinhako user gets fair, accurate and timely support. You’ll manage a team and handle escalated client issues, digging into root causes with teams across the business. You’ll also drive improvements such as AI-enabled service tools. The role carries ownership of UO policies, risk controls and incident management, and keeps our customer practices in line with MAS requirements. It suits a seasoned client support leader who stays calm under pressure, makes sound decisions and wants to shape the user experience in a fast-moving crypto environment.

What you'll be doing:

• Make decision on client issues based on rational assessment and evaluation of circumstances. Strong understanding of our business operations is required.

• Investigate the root cause of customer’s issue by liaising with internal stakeholders

• Participate in various stakeholder’s project implementation by assessing impact on customers and working with marketing to provide relevant information in notification

• Addressed and front escalated complaints by understanding the root issue and providing prompt, accurate and comprehensive answers.</