Customer Support Manager

HELLO, AND WELCOME TO HUGOSAVE!

Hugosave is a digital companion empowering any generation to spend, save, and invest confidently, effortlessly and sustainably through an inclusive and easy-to-understand Wealthcare® journey. We were founded in 2020, launched the app in 2021 and have more than 65,000 clients today. Our ambition is to become SE Asia's first truly integrated financial super app.

Our Purpose: Hugosave exists to bring financial well-being to everybody through Wealthcare®.

Our Mission: Help everyone develop healthy financial habits where they spend smarter, save more and grow their wealth faster.

Our Vision: Financially healthy & thriving communities.

Owned and operated by Atlas Consolidated Pte Ltd, Hugosave is headquartered in Singapore with a growing hub in Hyderabad, India. .

We want to help everyone improve their financial well-being, or what we call Wealthcare®. It is about spending money smarter, saving money more effectively and growing those savings. It is also about building healthy financial habits.

Hugosave is a digital account that helps users Spend, Save and Invest, starting with gold. The idea behind Hugosave is to ensure financial inclusion so that Wealthcare® is both accessible and achievable by one and all.

With Roundups, customers can automatically turn their loose change into long-term savings, Money Pots help set and track financial goals and Hugosave's Gold Vault allows everyone to include gold in their plans for as little as $0.01.

We also build and own the middleware infrastructure (Finance-as-a-Service Platform) which encompasses financial services like Banking, Cards, Investment, Compliance, Ledgers and Payments which power consumer facing apps like Hugosave.

We want to be the leading and most trusted Wealthcare® partner across Southeast Asia in the next five years, promoting financial inclusion and open banking in the region.

We also want to improve our middleware platform in such a way that it is compatible with different demographics, cultures and practices, allowing Hugosave, our consumer app, to make inroads into other countries in SE Asia.

Our awards and accolades - a multi-award winning firm

Hugosave is a multi-award-winning fintech product, highly regarded by industry experts for its innovation and focus on providing good customer experiences.

Among its many awards, some notable ones are:

• Asian Banking & Finance Retail Banking Awards - Financial Inclusion Initiative of the Year and Consumer Finance Product of the Year Singapore 2023, Debit Card Initiative of the Year Singapore 2022
• Singapore National Business Awards - Fintech 2023
• Asia Fintech Awards - Personal Finance Tech of the Year 2022
• Marketing-Interactive Loyalty and Engagement Awards - Best CX 2022 & 2023, Best UX 2023, Best Use of UI/UX Design 2022
• Marketing-Interactive MOB-EX Awards - Best Insights Driven Mobile Campaign 2022

Our licences - licence granted, regulated company with strong credentials

Hugosave (Atlas Consolidated Pte Ltd) satisfies stringent corporate governance, operations and regulatory integrity requirements to attain licences from key stakeholders, such as:

• Monetary Authority of Singapore - Major Payment Institution licence
• Ministry of Law, Singapore - Regulated Precious Metals Dealers licence
• Visa Inc. - Principal Members Issuing licence

We are looking for a Customer Support Manager as the key point of contact to help deliver a better experience for customers. The role would report to the Head of Customer Support and also work closely with the cross-functional teams.

Requirements

Hugosave depends on Customer Support Agents to help customers understand the product, manage customer queries and challenges, resolve issues, and escalate appropriate complaints across a number of communication channels.

Normal daily business as usual includes:

• Process incoming emails and live chats from our customers
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution
• Keep records of customer interactions, process customer accounts, and any related documents
• Take ownership and resolve any urgent or critical issues escalated by the Client or team
• Take the extra mile to engage customers, whilst following our Hugosave Values
• Helping to recruit and lead the local team
• Provide leadership and regular coaching to Team Leaders and Agents.
• Responsible for managing the day-to-day business, which includes effective resource planning in ensuring KPIs are consistently achieved
• Conduct consistent reviews of staff performance to identify training gaps and needs
• Work closely with the Head of Customer Support to support the investigation and service recovery process
• Establish and oversee the implementation of work processes and standard operating guidelines (SOGs)
• Work closely with the Head of Customer Support to provide critical insights and ensure daily, weekly, and monthly performance and service reports are managed in a timely manner.
• Any other duties and responsibilities that may be assigned by the management from time to time.

There are certain functions and capabilities we believe are essential to the role:

• Proven with at least 5 years of customer support experience or experience as a Client; of which recent 1 to 2 years holding a Team Leader role
• Fluent English speaker and writer
• Strong voice contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritise, and manage time effectively
• Experience in people management, leading and directing multiple team members
• Evidence of strong stakeholder management, planning and project management, and organisational skills
• Possess a customer centric mindset and demonstrated ability to create enthusiasm for shared vision and drive change
• Proven ability to manage diverse efforts, synergise and navigate ambiguity and change
• Resourceful multi-tasker and quick thinker
• Problem solving and critical thinking skills
• Ability to navigate a complex matrix environment

Skills and capabilities we believe are highly relevant include:

• 5 to 8 years of proven experience in a customer care role;
• Bachelor's degree or equivalent in a relevant subject area;
• Experience within the financial services or fintech;
• Strong leadership and communication skills;
• Proven experience in customer service management
• Ability to multitask and keep track of multiple ongoing issues
• Have the self-discipline to ensure all customer issues are handled in an appropriate and timely manner
• Ability to identify, build and enhance key relationships, influence, and challenge as required;

A touchdown quick win (30 Days):

• Familiarise yourself with our product offering
• Familiarise yourself with the tools / systems to use to obtain data
• Familiarise yourself with our marketing and communication guidelines

Found your feet (90 Days):

• Able to resolve customer issues independently
• Able to handle escalations and suggest various recovery methodology

Well into your stride (180 Days):

• Able to contribute ideas to reduce friction in customer engagement
• Able to resolve major customer issues independently

Benefits:

• Competitive salary and benefits package
• Opportunity to work on cutting-edge products
• Collaborative and supportive work environment
• Chance to make a real impact on the company and its customers

You should be passionate about what Hugosave stands for:

• Honest, truthful and open communication at all times with the team members.
• We are responsible to our customers, community and team to help shape a more open, collaborative approach to wealth. This is the way Hugosave hopes to make a difference; help us build better communities.
• Shared responsibility is not only part of our approach to wealth but a key part of how we work together. This shared responsibility allows for openness and candour between us as a team and in our relationship with our customers.
• Good ideas can come from anywhere, so an open and collaborative dialogue between the Hugosave community (customers, team, stakeholders, alike) helps get the best from us all and helps make the difference. Everyone is welcome to apply.