Assistant Manager, Client Experience

About the Company

Funding Societies | Modalku is the largest SME digital finance platform in Southeast Asia. We provide business financing to small and medium-sized enterprises (SMEs) and payment solutions, backed by major investors like Sequoia India and Softbank.

Responsibilities

• Lead and mentor the Client Experience (CX) team, providing guidance and training
• Oversee day-to-day CX operations including live chat, email, and hotline support
• Monitor team performance metrics such as response time and customer satisfaction
• Ensure a seamless customer journey from onboarding and KYC to post-loan servicing
• Handle escalated customer cases with professionalism
• Identify workflow inefficiencies and collaborate with product and tech teams to drive improvements
• Gather and analyze client feedback to provide actionable insights for product enhancement
• Develop and document Standard Operating Procedures (SOPs)

Requirements

• Bachelor’s degree in Business, Communications, Marketing, or a related field
• 2–4 years of experience in customer experience or operations, preferably in fintech
• Proven ability to lead teams or mentor junior staff
• Strong interpersonal and communication skills
• Structured thinking and problem-solving abilities
• Proficiency in Microsoft Office Suite or Google Workspace
• Excellent command of written and spoken English

Preferred Qualifications

• Experience with CX tools like Intercom or CRM systems
• Familiarity with CX metrics such as CSAT and NPS
• Experience with CX AI tools like chatbots or automated workflows
• Experience working in a fast-growing startup environment