CX Lead, Self-Serve

At Aspire were more than just a FinTech companywere the leading allinone financial operating system built to empower the worlds innovators and entrepreneurs. We are on a mission to reinvent business finance empowering startups and businesses to realise their full potential.

Founded in 2018 Aspire has raised over USD 300M across equity and debt from worldclass 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 empowered more than 50000 businesses using our suite of products.

Aspire has consistently been recognized for excellence earning Best Employer and Startup of the Year by the Asia FinTech Awards in 2022 and 2023 ranked as LinkedIns Top Startup in Singapore and listed on CB Insights Top 100 Global Fintech in 2023 and 2024.

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 exentrepreneurs exfounders and highachievers 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!

We are seeking a seasoned candidate to join our team as the CX Ops SelfServe Lead supporting our global markets. This role is part of the Customer Experience Operations team at Aspire.

The ideal candidate will have a strong background in the following areas:

• Building and developing inhouse AI bot capabilities (both chat and voice)

• Leading and driving companywide customer contact rate reduction strategies

• Driving selfserve strategy and initiatives across multiple markets

What will you be doing

Build out & manage the SelfServe support flows:Build and drive customer self serve strategy (short term and medium term) prioritize initiatives to improve customer self serve and implement AI solutions (chatbot phonebot AI agents ...) to build a seamless customer journey.

Eliminate needs for clients to reach out to support: Build and drive customer contact rate reduction strategy at Aspire (existing & new markets).Prioritise opportunities identify solutions in partnership with the product team and drive execution to reduce customer contact customer journey mapping exercise to identify hot spots build an ideal customer journey and work with xfn teams to drive best practices by studying market practices in evolving contact rate and analyze data to identify trends root causes and areas for improvement (weekly monthly & Quarterly)

Engage & collaborate with crossfunctional stakeholders to rally teams around building a customer experience:Build and maintain strong relationships with internal and external stakeholders including product marketing compliance strategy & operations review & evolve AI metrics such as (AI automation coverage resolution rate and Quality of customer interactions on AI solutions).Provide regular reports and insights to senior management offering recommendations for process enhancements.

We would love to get to know you if you have the following :

At least 7 years of experience with a Bachelors degree in Business Technology Engineering or a related field. Proven experience in driving customer selfserve strategy and initiatives. Strong Gen AI/ML skills including building chat/voice bots inhouse. Strong understanding of payment processes and systems. Excellent client service skills with a clientcentric approach. Demonstrated ability to influence and collaborate with stakeholders at all levels. Exceptional analytical and problemsolving skills. Excellent communication and interpersonal skills with the ability to thrive in a fastpaced dynamic environment.

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.

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