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Client Success

3 weeks ago

Downtown Core, Singapore iLex Full time

**About us**

iLex is a next-gen B2B SaaS fintech start-up with operations in Singapore, Hong Kong, London, and Sophia Antipolis. iLex integrates on a single platform access to global loan markets and a large network of investors, primary and secondary deal sites, advanced investor intelligence for banks, debt advisors and institutional lenders.

iLex’s vision is to drive liquidity, efficiency, transparency, and security in loan capital markets. In collaboration with the industry, iLex builds cutting-edge solutions across the loan value chain to create more resilient and efficient loan markets. By doing so, we actively contribute to providing better access to financing opportunities for all businesses and projects, advancing global growth and progress.

**The opportunity**

We’re looking for a Client Success & Operations Executive based in Singapore, part of our Clients team.

Reporting to the COO based in Europe and working closely with the Sales, Product and Engineering teams, you will play a key role in providing high-quality client delivery and support, ensuring smooth daily operations, and supporting product adoption across the APAC region and beyond.

This is a hands-on role in a dynamic, fast-growing fintech. If you're operationally minded, client-focused, and enjoy working across teams to solve problems, we’d love to hear from you.

**Responsibilities**

Client Success & Support
- Run user support for the APAC region with high standards of service delivery including providing first-line operational troubleshooting.
- Work with the rest of the Clients team on client onboarding and account opening processes.
- Supervise or contribute to client implementation projects such as migrations, integrations and user training.
- Help set, monitor, report and improve service levels.
- Work closely with Sales, Product, and Engineering teams to collect client feedback, understand user behaviours, and ensure operational readiness for product releases.
- Work with Product Team to map out user journeys and platform processes to increase usability and user experience (UX).
- Support the planning and deployment of Client Success initiatives using a variety of specialised tools, and notably Intercom and Matomo.

Platform & Operational Management
- Work closely with Engineering team to support daily platform administration, monitoring and Information Technology Risk Management (ITRM) controls.
- Own incident & problem management resolution.
- Help define and track operational KPIs, including response times, resolution rates, platform uptime.
- Run and help to improve platform and client activity KPI reporting.
- Contribute to the design and implementation of operational policies, client service processes, and internal controls.
- Help ensure client operations and internal processes are aligned with applicable regulatory and data protection standards.

You will also support the management of Singapore-based service providers, particularly those related to office facility and IT equipment.

**What we look for**

Must haves
- 3+ years' experience in Client Success and/or Business Operations, preferably in a B2B SaaS environment, or in Consulting (operational efficiency, internal control framework design).
- Hands-on, eager to learn new things, result-oriented with a strong problem-solving mindset.
- Great organisational skills and ability to prioritise and multi-task with multiple stakeholders.
- Excellent communication skills in English, both written and verbal, with the ability to present clearly to internal and external stakeholders.

Desirable
- Experience in fintech.
- Tech acumen, process automation and continuous improvement mindset.
- Experience with AWS, Intercom, Matomo, Confluence and JIRA would be a plus.

**Who you are**

We are a lean team and as we continue to grow, maintaining our company culture and living by our values is key, so it’s important to us that you display:

- Transparency - effectively communicate in good times and bad times.
- Simplicity - be focused and straightforward.
- Impact - spend time where it matters to get results.
- Commitment - take initiative, do what you say, and stick with the journey.
- Challenge - be curious and take feedback to continuously improve.
- Goodwill - appreciate your team and colleagues.

You should also be keen on working in a fast paced, rapidly scaling start-up environment. If you are motivated and results-focused, we’d like to meet you.

**What we offer**
- Competitive salary.
- Flexible leave structure.
- Flexible working arrangements so you can work from office, from home and from anywhere.
- Annual allowance for learning & development.
- Great development opportunities in a fast-paced environment.
- Being part of a team of seasoned professionals providing revolutionary solutions to the market.
- Being part of a fintech pioneer with opportunities to grow with us in APAC, EMEA and beyond (international secondment opportunities).

iLex is an equal opportunity