{"id":3131563,"url":"https://alion.io/job/coinhako-client-support-manager-user-operations","title":"Client Support Manager - User Operations","company":{"id":175035,"name":"Coinhako","domain":"coinhako.com","url":"https://alion.io/company/coinhako","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":89000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-10-23T03:32:40Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-24T11:03:44Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"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.\nWhat you'll be doing:\nMake decision on client issues based on rational assessment and evaluation of circumstances. Strong understanding of our business operations is required.\n\nInvestigate the root cause of customer’s issue by liaising with internal stakeholders\n\nParticipate in various stakeholder’s project implementation by assessing impact on customers and working with marketing to provide relevant information in notification\n\nAddressed and front escalated complaints by understanding the root issue and providing prompt, accurate and comprehensive answers.\n\nExemplify leadership during turbulent/distressed times or external threats e.g surge in tickets or discovery of incidents etc..\n\nMonitor user support ticket, raise questions and promptly feedback to Management any abnormally observed that requires attention.\n\nChallenge outcomes of disputes on Card payments\n\nDrive UO projects including integration of AI to improve service efficiency\n\nReview and approve User Operations Policies and Procedures.\n\nPerform Risk Control Self-Assessment (RCS) for the department and ensure work with other departments to ensure that controls are in place. Report KRI on a regular basis.\n\nInitiate Incident Reporting for UO incidents and ensure follow through by various departments and closure for incident reporting.\n\nManage a team of eight staff members and provide training in specific areas as needed.\n\nWork with business units and IT on the implementation of new business initiatives, regular client notifications and announcements\n\nKeep abreast of MAS’ requirements and guidelines impacting retail customers\n\nWhat we're looking for:\n8+ years of working experience in customer service/client support operations in a retail brokerage, cryptocurrency firm, fintech or bank.\n\nA university degree in Finance, Economics, Business, or a related field.\n\nAdvanced understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance Trading domain preferred\n\nDemonstrated experience in account opening AML/CFT requirements is an added advantage\n\nStrong communication skills and ability to write succinctly.\n\nStrong sense of responsibility, accountability and able to work well in teams\n\nAble to adapt to non-office hours when market conditions require.\n\nBilingual will be an advantage\n\nWhat’s in for you:\nFriendly and fun start-up work culture\n\nConvenient work location located in the heart of CBD area\n\nGenerous annual leaves on top of national holidays\n\nMedical coverage including GP, Specialist, TCM, and more\n\nSelf-care benefits and exciting fitness workshops/webinars\n\nVibrant office with a well-stocked pantry\n\nBy submitting your application to us, you consent to the collection, use, disclosure and processing of your personal data in accordance with our privacy policy, which is accessible at https://www.coinhako.com/legal/sg-1/privacy_policy.","description_format":"text","description_chars":3508,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Annual leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Crypto Exchanges"],"lifecycle":[{"event":"open","at":"2026-10-23T03:54:01Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["conf:3","win:early"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/coinhako-client-support-manager-user-operations","json_url":"https://alion.io/job/coinhako-client-support-manager-user-operations.json","meta":{"generated_at":"2026-10-24T14:38:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20770,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":175035},"rest":"https://alion.io/mcp/rest/get_company?id=175035"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcoinhako-client-support-manager-user-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcoinhako-client-support-manager-user-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcoinhako-client-support-manager-user-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/coinhako-client-support-manager-user-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcoinhako-client-support-manager-user-operations"}]}