Customer Experience Specialist

Funding Societies is the largest unified SME digital loans platform in Southeast Asia. It is licensed and registered in Singapore, Indonesia, Thailand, Malaysia, and operating in Vietnam. The FinTech company provides THB35 billion annually in business loans to small and medium-sized enterprises (SMEs).

In Thailand, we operate under a debt-crowdfunding license granted by the Securities and Exchange Commission (SEC) and also provide direct lending services to SMEs. Our mission is to uplift societies in Southeast Asia by creating financial opportunities for everyone. We are committed to solving the SME financing gap in the region while providing convenient and short-term fixed-income investment options to individuals and institutions.

Backed by top-tier shareholders such as Sumitomo Bank, BRI Bank (Ventures), 500 Tuktuk, SoftBank Vision Fund 2, SoftBank Ventures Asia, Sequoia Capital India, Alpha JWC Ventures, VNG Corporation, Rapyd Ventures, Endeavor, EDBI, SGInnovate, Qualgro, and Golden Gate Ventures, we are proud to be a leading force in Southeast Asia's FinTech space.

Our recent strategic milestones include the acquisition of regional digital payments platform CardUp, and a co-investment into Bank Index in Indonesia, and most recently, a strategic investment from Gobi Partners, further strengthening our ecosystem of SME financial services. For more information, please visit: www.fundingsocieties.co.th

Our impact and innovation have been recognized with numerous accolades, including:

• Global SME Finance Awards by IFC, part of World Bank 2021-2023
• Monetary Authority of Singapore FinTech Award (2016, 2021)
• KPMG FINTECH 100 Leading Global Fintech Innovators (2018)
• Brands for Good (2019, 2023)

Media Coverage:Thairath, Money and Banking, MGR Online, Siamrath

Hear from our team: A Day with the Credit Team Learn more about our benefits, including Unlimited Leave

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

Requirements

• 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