Vp Customer Service

Aspire is the leading all-in-one finance operating system for growing businesses in South-East Asia. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups to realise their full potential.

Founded in 2018 by former Lazada founders and executives, **Aspire has raised over USD 200M+ across equity and debt from world-class investors.** To power our solutions we have partnered with some of the best companies in the world such as Visa and Wise.

In 2020 we were awarded **Hottest Startup by Singapore Business Review** and **Finalist MAS Fintech Awards, **and in 2021 were named in **LinkedIn’s Top 5 Startups to work for in Singapore.**

You will be amazed by the energy and experience of our team. We are a team of ex-entrepreneurs, ex-founders, and high-achievers with international backgrounds. We team up to reach the highest standards in what we do, and don’t take NO for an answer.

We are expanding rapidly. Are you a top talent? Are you passionate about entrepreneurship? Join us and make an impact in the fintech space.

**ABOUT THE ROLE**

As VP of Customer Service, you manage Aspire’s support system to customers. You oversee level 1 - level 2 - level 3 support teams, customer experience, learning & development. Your role is crucial to support & retention of our current customer base, and to be the Voice of the customer within the organisation.
- Manage level 1, 2, 3 customer support teams and ensure best in class customer experience
- Increase the quality of customer interactions best-in-class levels. Our users are financial directors, C-suite executives, start-up founders. It requires top tier business communication skills to interact with them, and it requires the team to know exactly what they are talking about
- Ensure high availability of teams and fast time-to-first-response and time-to-resolution. Ensure that all teams are fully up to date with all products & service and are trained to do basic troubleshooting
- Create a cost-effective support system and keep cost of support within market standards
- Translate customer interactions into actionable insights to the organisation, and drive cross-functional initiatives to act upon it; Be the voice of the customer within the company. Surface high prio issues to the management immediately to help the organisation to take action.
- Update the management and board on customer service performance and voice of the customer insights
- Coach the teams & team leads to help them to reach their highest potential

**YOUR PROFILE**
- **You have done it before** - Minimum 10 years of experience; Track record in a leadership & customer service/success roles; Preferably in SaaS or financial services
- **You are hungry and have the spirit of a warrior**:

- You have a positive attitude and are hands-on. You take 200% ownership of your scope and make things happen right now.
- **You can think short and long term** - You come up with a strategy for the next quarters, but also to execute and produce deliverables this week
- **You make operations run like clockwork** - You are highly analytical and structured, you can coach managers so they can manage their team autonomously
- **You are customer-obsessed** - Putting yourself in the shoes of the customer comes naturally to you. The customer comes first, not your colleague, not your supervisor. You always do right by the customer.
- **You have strong communication skills** - You can communicate very well on the phone and in writing, with internal and external stakeholders. Your communication is clear, concise and professional.