Client Support Manager - User Operations

Client Support Manager - User Operations

Coinhako is a leading cryptocurrency trading platform serving retail investors across Asia. Founded to democratize access to digital assets, the company has grown into a trusted exchange offering spot trading, staking and educational resources. Operating in a regulated environment, Coinhako maintains strict compliance standards while building products that serve millions of users.

This role leads Coinhako's User Operations team, ensuring every customer receives reliable, fair and responsive support. You'll oversee a team of eight people, handle complex client escalations and collaborate across departments to resolve issues at their source. Beyond day-to-day operations, you'll champion modernization initiatives including AI-driven support tools, manage regulatory compliance with the Monetary Authority of Singapore, and establish the policies and risk controls that protect both users and the business.

What you'll do

• Evaluate and decide on client issues by assessing circumstances and applying knowledge of Coinhako's business operations.

• Work with colleagues across the company to identify root causes of customer problems and implement lasting solutions.

• Assess how new projects and business initiatives will affect customers, then coordinate with relevant teams to communicate changes clearly.

• Handle escalated complaints by understanding the underlying issue and delivering prompt, accurate responses.

• Lead the team through high-pressure situations such as ticket volume spikes or incident discovery, maintaining composure and clear direction.

• Monitor support ticket patterns and alert management to anomalies or trends requiring attention.

• Challenge and investigate payment card disputes thoroughly.

• Oversee User Operations projects, including implementation of AI tools to boost efficiency and service quality.

• Create, review and approve department policies and procedures.

• Conduct risk control self-assessments, coordinate with other departments to ensure controls are working, and report key risk indicators regularly.

• Initiate incident reports for User Operations issues and track resolution across departments.

• Recruit, train and manage a team of eight staff members, developing their skills in relevant areas.

• Partner with business units and IT to launch new initiatives and manage customer communications.

• Stay informed about MAS regulations and guidelines affecting retail customers.

What you'll bring

• At least eight years of experience in customer service or client support operations within retail brokerage, cryptocurrency, fintech or banking.

• University degree in Finance, Economics, Business or a related discipline.

• Strong written and verbal communication skills with the ability to convey information concisely.

• High sense of responsibility and accountability, with proven ability to collaborate effectively in teams.

• Willingness to work beyond standard hours when market conditions demand it.

• Deep understanding of cryptocurrency, blockchain, fintech or finance trading environments.

Nice to have

• Hands-on experience with account opening, anti-money laundering and counter-terrorism financing requirements.

• Bilingual proficiency.

What they offer

• Startup culture emphasizing collaboration and enjoyment.

• Office in Singapore's central business district.

• Generous annual leave allowance beyond statutory holidays.

• Comprehensive medical benefits covering general practitioners, specialists and traditional Chinese medicine.

• Self-care programs and fitness workshops.