Associate, Customer Experience

Funding Societies | Modalku is the largest SME digital financing platform in Southeast Asia, expanding into a leading SME neobank. We are licensed and registered in Singapore, Indonesia, Thailand, Malaysia, and operating in Vietnam, and backed by Sequoia India, Softbank Vision Fund and SMBC bank amongst many others. Funding Societies | Modalku provides business financing to small and medium-sized enterprises (SMEs), which is funded by individual and institutional investors.

And here at Funding Societies | Modalku we live by our core values GETFS:

• Grow Relentlessly: Strive to become our best, most authentic selves.
• Enable Teamwork, Disable Politics: Only by forging togetherness, we help each other succeed.
• Test Measure Act: Stay curious and reinvent ourselves, through innovation and experimentation.
• Focus on Impact: Create impact through bias for action and tangible results.
• Serve with Obsession: Build win-win relationships for the long-term by having a customer obsession.

The Associate/Senior Associate CX is responsible for supporting the Head of Operations & CX in setting up the end to end crowdfunding and fundraise operations as well as  investor communications for FS Thailand and executing them. The ideal candidate has a great eye for detail, passion for customer service, relishes the challenge of setting up processes from scratch, and improving them on a daily basis.

What you will do :

• Support the Manager in developing of SOPs for CX function and  ensure compliance of processes
• Drive crowdfunding, investor communication and related operations activities
• Execution of end to end CX related activities including but not limited to KYC, customer communication and other activities  as an equal partner to the operations team
• Execution and development of  partners ,SME and investors article center
• Respond to customers on various platforms and social media
• Support onboarding, conversion and engagement of investors
• Responsible for driving of NPS, CSAT and other customer feedback related initiatives
• Work with internal and external stakeholders for fulfillment of the above objectives
• Work with product team and data team to build product and solution based on the requirements of each initiative
• Other ad-hoc projects/ assignments by VP Operations & CX and Country Head

• At least 0-3 years of experience in Customer Experience or Customer Service roles (Fresh grads are welcome)
• Financial Services Experience
• Minimum 1 year of experience overall is preferred
• Fluent oral and written communication in Thai and English
• Structured in approach and has an eye for detail
• Critical thinking and problem solving skills
• Project management skills
• Only candidates based in Thailand

You will shine in this role if you have :

• Fintech / Tech background
• Customer service in Financial industries  background
• Operations management background
• Asset management, Investment, Cryptocurrency, Digital asset background
• Banking , Custody background

• Time off - We would love you to take time off to rest and rejuvenate. We offer flexible paid vacations as well as many other observed holidays by country. We also like to have our people take a day off for special days like birthdays and work anniversaries.
• Flexible Working - We believe in giving back the control of work & life to our people. We trust our people and love to provide the space to accommodate each and everyone's working style and personal life.
• Medical Benefits - We offer health insurance coverage for our employees and dependents. Our people focus on our mission knowing we have their back for their loved ones too.
• Mental Health and Wellness - We understand that our team productivity is directly linked to our mental and physical health. Hence we have Wellness Wednesdays and we engage partners to provide well-being coaching. And we have our Great FSMK Workout sessions too to keep everyone healthy and fit
• Learning & Development: We believe learning should never end and we support everyone with self-learning L&D allowances.
• Tech Support - We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity
• Time off - We would love you to take time off to rest and rejuvenate. We offer flexible paid vacations as well as many other observed holidays by country. We also like to have our people take a day off for special days like birthdays and work anniversaries.
• Flexible Working - We believe in giving back the control of work & life to our people. We trust our people and love to provide the space to accommodate each and everyone's working style and personal life.
• Medical Benefits - We offer health insurance coverage for our employees and dependents. Our people focus on our mission knowing we have their back for their loved ones too.
• Mental Health and Wellness - We understand that our team productivity is directly linked to our mental and physical health. Hence we have Wellness Wednesdays and we engage partners to provide well-being coaching. And we have our Great FSMK Workout sessions too to keep everyone healthy and fit
• Learning & Development: We believe learning should never end and we support everyone with self-learning L&D allowances.
• Tech Support - We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity

Interested to know more about us? Learn about our Stories here.