About Job

StashAway is a leading digital wealth management platform that empowers individuals to invest intelligently. As part of our commitment to providing an exceptional client experience, we are looking for a highly motivated and experienced Client Services Lead to join our team.

In this role, you will act as a critical operational and knowledge pillar within the Client Services team, ensuring service reliability by upholding high service standards, supporting team performance, and driving improvements in how we serve our clients with the ultimate end results of always ensuring a seamless positive client experience. This is a high-impact position that combines hands-on client support with industry, products and process expertise, documentation management, team training, and leadership in issues and complex client queries resolution.

Responsibilities

• Client Engagement & Support: Handle complex customer queries and escalations across channels (email, chat, phone, WhatsApp), support onboarding and KYC processes, and ensure service levels are met.

• Team Enablement: Act as a knowledge hub by addressing operational questions, assigning tasks, maintaining SOPs, training new hires, and sharing key insights from dashboards.

• Expertise & Communication: Stay updated on our products, platform changes, and industry trends. Proactively share relevant updates with the team to ensure accurate client communication.

• Collaboration & Improvement: Work closely with managers on scheduling, quality reviews, and process optimizations. Use data insights to drive efficiency and service quality improvements.

• Product Knowledge: Demonstrate a strong understanding of StashAway's investment products and services, including portfolio management, risk profiles, and investment strategies. Possess a solid grasp of fundamental investment concepts, such as ETFs, and the principles of robo-advisory and digital wealth management. Stay abreast of market trends and financial regulations to provide informed and accurate advice to clients and team members

Requirements

• 3–5 years experience in a client service, onboarding, or operations role, ideally in fintech, wealth management, or financial services

• Is comfortable with fintech products and basic investment concepts (ETFs, robo-advisory, digital wealth management ecosystem)

• Proficient in Zendesk or an equivalent customer ticketing system.

• Experience/ track record in improving customer services performance targets.

• Experience in training team members, team coordination and management.

• Proven ability to independently manage escalations, complaints while driving process improvements and knowledge sharing.

• Excellent communication and interpersonal skills, both written and verbal.

• Ability to work in a cross functional team with a diverse group of stakeholders.

• Comfortable working in a fast-paced, dynamic environment.

Benefits

Employee financial and physical well-being

• Compensation package: You will receive a competitive total compensation package that includes employee stock options if you are a full-time employee.

• Comprehensive insurance coverage: Free panel outpatient GP clinic visits, group hospitalisation and surgical insurance, and Covid hospitalisation insurance coverage (conditions apply).

• Management fee discount: You will receive an employee discount on your asset management fees when you invest with StashAway.

Flexible work arrangements and policies

• Unlimited paid annual leave: It should be simple for you to decide if you would like to take more or fewer days off. We trust that you are accountable for your work and know best if you need 10 or 30 days of paid annual leave that year.

• Personal work equipment budget: It’s important that you have a workstation that’s optimal for you wherever you are.

Learning and development opportunities

• You will be given an annual Learning and Development budget to help you continuously learn in your pursuit of your professional and personal development. You may use the budget for resources and tools that may help you perform better at work. This budget is subject to management approval.

Team bonding budget and initiatives

• Quarterly team bonding budget: We encourage you to socialise with colleagues across job functions, departments, and entities to know them better as individuals beyond what they professionally do.

• Annual off-site (Nov): Each off-site gathers all employees for a full day of company-wide team bonding activities and challenges.