Assistant Manager, Client Experience

Funding Societies | Modalku is the largest SME digital finance platform in Southeast Asia. We are licensed and operating  in Singapore, Indonesia, Thailand, Malaysia and Vietnam, and backed by Sequoia India (Peak XV), Softbank Vision Fund, Khazanah and SMBC bank amongst many others. Funding Societies | Modalku provides business financing to small and medium-sized enterprises (SMEs), which is funded by individual and institutional investors, as well as payments solutions to SMEs and consumers.
Here at Funding Societies | Modalku we live by our core values GETFS:

• Grow Relentlessly: Strive to become our best, most authentic selves.
• Enable Teamwork, Disable Politics: Only by forging togetherness, we help each other succeed.
• Test Measure Act: Stay curious and reinvent ourselves, through innovation and experimentation.
• Focus on Impact: Create impact through bias for action and tangible results.
• Serve with Obsession: Build win-win relationships for the long-term by having a customer obsession.

We are looking for a dynamic and driven Assistant Manager, Client Experience to join our team specializing in SME lending product.

What will you do:
Team Leadership & Oversight

• Lead and mentor the Client Experience (CX) team, providing guidance, support, and training to ensure high service standards.
• Oversee day-to-day CX operations, including live chat, email, hotline support, and post-sales services.
• Monitor team performance metrics (e.g. response time, resolution rate, customer satisfaction), and implement improvements as needed.

Customer Journey & Service Excellence

• Ensure a seamless, consistent customer experience across all touchpoints—from onboarding (document collection, KYC) to post-loan servicing.
• Handle escalated customer cases with professionalism, providing timely and satisfactory resolutions.

Process & Experience Enhancement

• Identify gaps or inefficiencies in customer service workflows and drive continuous improvements.
• Collaborate with product, operations, and tech teams to enhance internal tools, client-facing platforms, and communication channels.
• Spearhead initiatives to optimize customer onboarding, engagement, and retention.

Insights & Feedback Management

• Proactively gather, analyze, and report on client feedback (via calls, surveys, and interactions).
• Translate feedback into actionable insights; drive cross-functional follow-ups to improve products, processes, and experiences.

Stakeholder Collaboration & Reporting

• Serve as the CX point of contact in cross-departmental projects or new initiatives that impact client experience.
• Prepare and present regular updates and reports to management on CX metrics, trends, and initiatives.

Other Responsibilities

• Develop and document SOPs and best practices for the CX function.
• Take ownership of special projects or tasks aligned with team or company priorities.