Customer Support & Operations Executive

Job Description

• Respond to member enquiries by email about accounts, subscriptions and our daily content, within our target response times
• Manage subscription matters, including trials, upgrades, cancellations and refunds, in line with company policy
• Resolve account access and email delivery issues, and work with the team on any recurring problems
• Support the onboarding of new members so they get the most out of their subscription
• Monitor the daily delivery of our content and escalate any issues promptly
• Maintain our help centre and FAQs
• Record member feedback and feature requests, and prepare a short weekly summary
• Assist with ad-hoc operational tasks as required

Requirements

• At least 3 years of experience in customer service, hospitality or operations
• Strong customer-facing skills, with clear and empathetic communication
• Experience handling customer support through email, chat or ticketing systems, with a focus on customer satisfaction
• Able to provide basic technical support, troubleshoot common user issues, and coordinate with technical teams on more complex problems
• Excellent written and spoken English, with the ability to explain technical or market concepts in simple, accessible language
• Strong organisational skills and attention to detail, with a process-driven approach and comfort using digital tools and dashboards
• Able to work independently in a hybrid arrangement in Singapore, manage your time effectively, and collaborate with both remote and in-office colleagues
• An appreciation of what we are providing for the crypto community
• A plus: experience in customer support, operations or community management for digital products or subscriptions, and familiarity with crypto markets, fintech or financial news