Team Lead, Member Support

3 days ago

Singapore Arta Finance Full time

**About Arta**:
If you’re someone who has wondered whether your money is working as hard as you are, or if you’ve ever thought there must be a better way to set and work toward your goals, we want to hear from you.

**The Role**:
We’re looking for **an experienced and thoughtful leader to oversee Arta’s international reactive support operations in Singapore**. You’ll manage day-to-day team performance, ensure adherence to service-level standards, coach team members to excellence, and serve as an escalation point for complex or sensitive member situations.

You’ll support both individual consumers and business clients, balancing high-touch relationship management with operational excellence. You’ll also collaborate cross-functionally with Product, Marketing, Advisory, and Country Leadership to surface insights from the front line and continuously improve the member experience.

**What You Will Do**:

- Lead daily team operations, ensuring **SLA adherence**, queue management, and consistent, high-quality member interactions.

- **Manage the Singapore Member Success team** and represent the team in cross-functional discussions and presentations to senior leadership.

- Review tickets, calls, and **CSAT** feedback to identify coaching opportunities; deliver actionable feedback and skill development support.
Approve and coordinate PTO and holiday schedules to maintain coverage while supporting work-life balance.

- Analyze and report on drivers of support volume, member sentiment, and recurring issues; present trends to leadership and cross-functional teams.

- Serve as a point of escalation for negative customer experiences, ensuring prompt and compliant resolution.

- Partner with Product, Marketing, Advisory, and Country Leadership to provide insight into member needs and influence service design.

- Contribute to process improvements, documentation, and scalable tools that enhance efficiency and consistency across the team.

**Who You Are**:

- **7-10 years of experience in financial services**, ideally with exposure to Capital Markets and the Financial Advisory Services (CMFAS) framework.

- **3-5+ years of people leadership experience**, including performance management and coaching.

- Proven success working with distributed or global teams, ideally within financial services or fintech.

- Strong operational mindset and analytical ability to interpret data and identify trends.

- Exceptional communicator: clear, empathetic, and confident in **presenting to C-level executives.**

- Hands-on leader who balances strategic thinking with day-to-day operational excellence.

- Passionate about building team culture, driving accountability, and creating delightful member experiences.

**Interview Process**:

- Intro call with Head of Talent, 20-30m

- Hiring Manager Interview, 30m

- Cross-functional Interview with SG CEO and Financial Ops Manager, 60m (onsite)
- Plus, a coffee chat with 2 Customer Success Managers

- Role Related Knowledge Interview with Customer Success Manager, 45m

- Global CEO Interview with Caesar Sengupta, 30m

**What We Offer**:

- Robust health insurance offering for you and your family

- 20 weeks of parental leave

- 15 days PTO annually plus national and company holidays

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