Chocolate Finance Hong Kong
Reporting to: Hong Kong CEO with a dotted line to Singapore Chief Customer
Officer.
Chocolate Finance is seeking a passionate and skilled Customer Experience Lead to join their Hong Kong team. You will play a pivotal role in defining and executing customer experience strategies, managing support operations, and creating
communication frameworks that ensure our customers receive an exceptional
experience.
This is an exciting opportunity to shape a new market launch in a high-growth
startup environment.
Customer Support Management
- Oversee and manage customer support operations, ensuring timely
and efficient handling of customer enquiries, complaints, and issues. - Set up and maintain customer support channels such as email,
Zendesk, and other relevant platforms. - Develop and implement customer service policies, procedures, and
standards in accordance with compliance policies to maintain
high-quality service levels. - Build and manage a team of customer support agents as the
business grows.
Customer Communications
- Own the content strategy for FAQs, customer emails, and in-app
notifications, ensuring clarity, accuracy, and alignment with brand
tone and compliance requirements. - Lead the writing, review, and approval process for all
customer-facing communications. - Manage and schedule communications using Blueshift or a CDP
platform, ensuring timely and targeted delivery. - Partner with marketing and product teams to align communication
strategies with product updates and campaigns.
Voice of the Customer
- Collect and analyse customer feedback to identify trends, pain
points, and opportunities for product and process enhancements. - Act as the customer advocate within the organisation, influencing
product roadmap and service improvements.
Process improvement
- Collaborate with cross-functional teams to identify areas for process
improvement and enhancement in the customer support workflow. - Analyse customer feedback and data to identify patterns and
suggest innovative solutions for enhancing customer satisfaction.
- 5+ years total experience, with proven experience as a Customer Services
Manager or similar role - Familiarity with Zendesk or similar customer support platforms is highly
desirable - Strong problem-solving abilities with a focus on process optimisation
- Enthusiastic, self-motivated, and able to thrive in a fast-paced startup
environment - Demonstrated ability to work independently and take initiative in a small
team - Outstanding communication and interpersonal skills to interact with
customers and internal stakeholders effectively
- Flexibility: Enjoy flexible working hours and locations to suit your lifestyle.
- Competitive Rewards: A competitive salary, comprehensive medical
insurance, and sponsored education certifications. - Exciting Benefits: Generous annual leave, and opportunities to grow
alongside a world-class team.
If you’re excited about making Chocolate Finance a household name in Hong
Kong, we’d love to hear from you. Send your CV and a short note on why you’re a
great fit to careers[@]chocfin.com.
At Chocolate Finance, we’re on a mission to transform how people manage their
savings, offering effortless returns with transparency, simplicity and a sprinkle of
joy.
After an explosive start in Singapore - growing to 80,000 customers in just 7
months - we’re now expanding into Hong Kong.
