Escalation Senior Specialist
Aspire is the leading all-in-one finance operating system for growing businesses in APAC. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and MSME 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 helped more than 50,000 businesses using our suite of products.
For 2 consecutive years in 2022 & 2023, Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn’s Top Startup in Singapore. In 2023, we also made it to CB Insights’ Top 100 Global Fintech List.
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!
About the Team
At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.
About the Role
We are seeking a skilled and customer-oriented Escalation Senior Specialist to join our team. The ideal candidate will manage customer relationships, handle inquiries and complaints, and oversee escalations, including payment-related issues. This role involves gathering and analyzing customer feedback, driving improvements across all touchpoints, and collaborating with cross-functional teams to enhance the overall customer experience. You will play a key role in identifying process improvements, resolving customer pain points, and influencing product development.
Key responsibilities covering:
- Customer Relationship Management:
- Handle customer inquiries, concerns, and complaints in a timely and professional manner, ensuring a positive resolution.
- Build and maintain strong relationships with customers to enhance loyalty and satisfaction.
- Escalation Management (Including Payment Escalations):
- Manage and resolve customer escalations, particularly those related to payment issues, by coordinating with relevant teams to provide timely and effective solutions.
- Act as the primary point of contact for complex or high-priority cases, ensuring customer issues are addressed promptly and satisfactorily.
- Customer Feedback Analysis:
- Gather, analyze, and report customer feedback to inform business decisions and identify opportunities for improvement.
- Use data-driven insights to recommend strategies that enhance the overall customer experience.
- Customer Experience Strategy Development:
- Develop and implement initiatives to improve the customer experience across all touchpoints and channels.
- Collaborate with cross-functional teams (e.g., Product, Sales, Marketing) to address customer pain points and enhance processes.
- Product Improvement and Bug Analysis:
- Analyze customer-reported bugs and collaborate with the tech team to ensure timely resolution.
- Generate ideas to enhance Aspire’s products and services, reporting issues and potential improvements to relevant teams.
- Customer Satisfaction and Experience Metrics:
- Monitor, track, and report on key customer satisfaction and experience metrics (e.g., NPS, CSAT).
- Regularly assess and present actionable insights to improve performance across these metrics.
- Industry Best Practices:
- Stay up-to-date on the latest trends, tools, and best practices in customer experience management.
- Proactively apply industry insights to refine strategies and enhance service quality.
Minimum Qualifications
- Bachelor's degree in Business, Finance, or a related field.
- 3+ years of experience in customer experience, customer service, or related roles.
- Proven ability to manage customer relationships and handle escalations, particularly payment-related issues.
- Strong analytical skills with experience in gathering and interpreting customer data.
- Excellent communication and interpersonal skills.
- Ability to work cross-functionally and influence without direct authority.
- Familiarity with customer experience management tools and CRM systems.
- Strong problem-solving skills and attention to detail.
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 [email protected].
