Associate Director of Customer Experience - Relocation Support Provided

Join Agoda as an Associate Director of Customer Experience, where you will lead initiatives to enhance customer satisfaction and optimize our services. You will collaborate with cross-functional teams to drive strategies that improve the overall customer journey, ensuring that our clients receive the best possible experience.

Funding Societies | Modalku is recognized as the premier digital finance platform for SMEs in Southeast Asia. Operating under licenses in Singapore, Indonesia, Thailand, Malaysia, and Vietnam, we are supported by renowned investors such as Sequoia India (Peak XV), Softbank Vision Fund, Khazanah, and SMBC bank. Our mission is to provide essential business financing to small and medium-sized enterprises (SMEs), funded by both individual and institutional investors, alongside offering payment solutions for SMEs and consumers.At Funding Societies | Modalku, we embody our core values through GETFS:Grow Relentlessly: Always strive for personal and professional growth.Enable Teamwork, Disable Politics: Collaboration is key to mutual success.Test Measure Act: Embrace innovation through curiosity and experimentation.Focus on Impact: Prioritize actions that yield measurable results.Serve with Obsession: Cultivate long-term relationships built on a customer-first mentality.Key Responsibilities:Provide exceptional customer service through our omni-channel support (phone, email, chat), building trust and rapport with customers.Take responsibility for customer success metrics, such as NPS and CSAT, ensuring personal accountability.Stay updated on industry trends and implement best practices to enhance service quality.Work collaboratively with internal teams to craft campaigns, procedures, and policies that uphold a superior customer experience.Exhibit strong personal values that align with our mission and corporate ethos.Qualifications:What We Seek:Detail-oriented with a strong sense of accountability.1-2 years of experience in Customer Experience or Customer Support roles.Willingness to engage hands-on in both routine and ad-hoc tasks.A passion for thriving in dynamic startup environments with inherent uncertainties.Fluency in English, with excellent written and verbal communication skills.Benefits:Flexible Working: We empower our team with the autonomy to balance work and personal life according to individual needs.Mental Health and Wellness: We prioritize the well-being of our team by organizing wellness initiatives and partnering with experts to provide coaching.Technical Support: We ensure our team has the necessary tools and resources to succeed.

Join our dynamic team as a Lead in Customer Experience at Sutherland, where your expertise will drive exceptional service delivery and enhance customer satisfaction. In this pivotal role, you will be responsible for leading a team of professionals, cultivating a culture of excellence, and implementing innovative strategies to optimize the customer journey.

Funding Societies | Modalku stands as the premier digital finance platform for SMEs in Southeast Asia. With licenses and operations spanning Singapore, Indonesia, Thailand, Malaysia, and Vietnam, we are proudly supported by esteemed investors such as Sequoia India (Peak XV), Softbank Vision Fund, Khazanah, and SMBC bank, among others. Our mission is to empower small and medium-sized enterprises (SMEs) by providing accessible business financing, funded by both individual and institutional investors, alongside offering payment solutions tailored for SMEs and consumers.At Funding Societies | Modalku, we embody our core values encapsulated in GETFS:Grow Relentlessly: Continuously strive to be our most authentic selves.Enable Teamwork, Disable Politics: We thrive by fostering collaboration and mutual success.Test Measure Act: Embrace curiosity and innovation through experimentation.Focus on Impact: Drive meaningful results through decisive action.Serve with Obsession: Cultivate long-term relationships grounded in customer-centricity.Your Role:Support Customer Engagement: Aid in delivering exceptional customer experiences by addressing inquiries across various communication channels, mastering engagement with speed, empathy, and efficiency.Assist with Onboarding & Compliance: Contribute to the onboarding process by processing applications and conducting initial KYC (Know Your Customer) verification checks under guidance.Operational Support: Manage daily operational and administrative tasks within the Customer Experience portfolio to ensure seamless departmental functioning.Data Compilation: Aid in collecting feedback from customer interactions to identify opportunities for service enhancement.Performance Tracking: Track and analyze customer success metrics, recognizing how individual contributions align with company objectives.Culture & Values: Exhibit a keen willingness to learn and align with our mission and values.

Funding Societies | Modalku stands as the premier digital finance platform for SMEs across Southeast Asia. With licenses in Singapore, Indonesia, Thailand, Malaysia, and Vietnam, we are proudly supported by distinguished investors including Sequoia India (Peak XV), Softbank Vision Fund, Khazanah, and SMBC Bank. Our mission is to empower small and medium-sized enterprises (SMEs) by facilitating business financing through a network of individual and institutional investors, alongside providing payment solutions tailored for SMEs and consumers.At Funding Societies | Modalku, we embody our core values, GETFS:Grow Relentlessly: Continuously strive to realize our best and most authentic selves.Enable Teamwork, Disable Politics: Achieving success together through collaboration.Test Measure Act: Embrace curiosity and innovation through experimentation.Focus on Impact: Prioritize actions that lead to tangible results.Serve with Obsession: Build enduring relationships rooted in customer dedication.Your Role:Assist in delivering an outstanding regional customer experience through our omni-channel support (phone, email, chat), ensuring swift, empathetic, and effective engagement while fostering trust-based relationships.Own customer success metrics, such as NPS and CSAT, translating company goals to personal accountability.Stay ahead of industry trends and implement best practices for continual improvement.Collaborate with internal teams to create campaigns, service procedures, policies, and standards that enhance our customer experience to world-class levels.Exhibit strong personal values and a commitment aligned with our mission and values.What We Seek:Attention to detail and a robust sense of accountability.Proactive in handling both routine and ad-hoc tasks.Enjoyment of a dynamic startup environment where adaptability is crucial.Fluency in English, both written and verbal, is essential.Benefits:Flexible Working: We prioritize work-life balance and empower our team with flexibility in their working style.Mental Health and Wellness: We recognize the importance of mental and physical health in productivity and provide organizational fitness initiatives and well-being coaching.Tech Support: Employees receive a company laptop and the resources needed for optimal performance.

As a pivotal member of our Customer Experience Department, the Customer Experience Design Executive is responsible for spearheading the design and implementation of impactful solutions that significantly enhance our customer interactions across all platforms.The CX Design team diligently works to convert friction points into seamless experiences by streamlining process flows, developing automation tools, and crafting insightful dashboards utilizing technologies like ChatGPT, Gemini, DeepSeek, and tailored scripting solutions.This role demands both strategic foresight and hands-on execution: You will pinpoint areas of improvement, conceptualize innovative solutions, oversee their deployment, and guide your team with both technical expertise and a clear vision. Success in this position is gauged by metrics such as reduced support ticket volume, expedited resolution times, and enhanced Customer Satisfaction Scores (CSAT).Assess and identify inefficiencies in processes and customer experience issues—80% focus on Customer Experience and 20% on other business units.Utilize data, feedback, and observational insights to articulate problem statements and uncover opportunities.Design and recommend scalable, technology-driven solutions—ranging from quick fixes to comprehensive automation and dashboarding.Collect requirements, create prototypes, and execute user-friendly solutions with thorough documentation.Prioritize projects based on business impact and guide them from conceptual planning to successful delivery.Oversee task assignments and team timelines to ensure delivery is timely and meets high-quality standards.Collaborate with various internal teams to facilitate the seamless adoption of new solutions.Engage in continuous feedback collection and iterative improvements for ongoing enhancements.

Funding Societies | Modalku stands as the leading digital finance platform for SMEs in Southeast Asia, operating with licenses in Singapore, Indonesia, Thailand, Malaysia, and Vietnam. We are proudly supported by prominent investors including Sequoia India (Peak XV), Softbank Vision Fund, Khazanah, and SMBC Bank. Our mission is to empower small and medium-sized enterprises (SMEs) with business financing sourced from both individual and institutional investors, along with providing innovative payment solutions.At Funding Societies | Modalku, we embody our core values, GETFS:Grow Relentlessly: We aspire to reach our best, most authentic selves.Enable Teamwork, Disable Politics: Through unity, we foster mutual success.Test Measure Act: We embrace curiosity and innovation as we reinvent ourselves.Focus on Impact: We prioritize actionable results and meaningful impact.Serve with Obsession: Our customer-centric approach nurtures long-term, win-win relationships.We are in search of a customer-focused individual who possesses a strong commitment to continuous improvement to join our agile and dynamic Customer Experience (CX) team, primarily supporting our investment products.In this role, you will engage leads through every stage of the conversion funnel, guiding them to become potential investors while ensuring a seamless and impactful customer journey. You will thrive in this fast-paced, growth-oriented startup environment.Your Responsibilities:Assist the CX Lead in developing, documenting, and continuously improving Standard Operating Procedures (SOPs) to ensure operational consistency and compliance with regulations.Oversee end-to-end Customer Experience operations, including KYC processing, customer and investor communications, and service execution, in close collaboration with the operations team.Support crowdfunding and investor-related CX activities, enhancing investor communications and operational workflows.Manage and enhance customer-facing knowledge resources, such as article centers for partners, SMEs, and investors, to boost engagement and self-service adoption.Respond to customer and investor inquiries swiftly and professionally across various platforms, including digital channels and social media.Facilitate investor onboarding, conversion, and engagement initiatives to improve customer satisfaction, retention, and growth.Take charge of customer experience metrics like NPS, CSAT, and feedback programs, turning insights into actionable enhancements.Collaborate with internal and external stakeholders to execute CX initiatives effectively.

Join our dynamic team at Assent as a Customer and Supplier Support Associate. In this role, you will play a crucial part in ensuring seamless communication and support for our Korean-speaking clients and partners. Your expertise will help facilitate efficient interactions, resolve inquiries, and enhance customer satisfaction.

At CNM LLP, we are a dynamic technical advisory firm specializing in high-value accounting services located in Southern California, with branches in Los Angeles, Orange County, San Diego, and New York. Proudly recognized as a Great Place to Work®, CNM is dedicated to assisting businesses from startups to Fortune 500 companies in identifying and effectively addressing critical issues proactively.Established in 2003, CNM thrives on a culture of professional excellence and trusted relationships. Our commitment to consistency in processes and performance has earned us national recognition for our dedication to excellence. Employees appreciate our open and honest work environment, a focus on work-life balance, and a unique culture that is hard to find in the professional services sector.

Role Overview The Associate Director of Media Planning at WPP Media shapes and delivers media strategies that support brand goals. This role leads media planning efforts in close partnership with cross-functional teams, ensuring plans reflect both client objectives and current market trends. Key Responsibilities Develop and oversee media strategies that align with client needs and business goals Lead media planning projects, coordinating with teams across disciplines Optimize media budgets using data and performance metrics Apply data-driven insights to improve campaign outcomes Location Kuala Lumpur, Malaysia

Join Side Inc., a leading global provider of video game development and services, where creativity and technology meet excellence. With over 30 years of experience through our parent company in Japan, we have established ourselves as a significant player in the gaming industry. Since our inception in 2009, we have expanded our footprint to include 15+ studios across North America, Europe, South America, and Asia, delivering top-notch services ranging from game development to player support and localization. We are actively seeking a dedicated Korean Customer Support Specialist who will provide outstanding service and resolve technical issues for our players. Key Responsibilities:Deliver exceptional customer support and troubleshoot technical issues through email, chat, social media, and other online platforms.Manage multiple concurrent interactions across various channels, including chat, email, and calls, while addressing frequent interruptions.Analyze and advise on technical issues related to customers' computers, mobile applications, and gaming consoles.Identify trends in customer inquiries and offer actionable feedback to the team based on independent testing.Escalate urgent matters to the client or supervisor as necessary.Translate communication between Korean and English efficiently.Document reports and minutes in both Korean and English.Qualifications:Fluency in English and Korean (native).Availability to work weekends and public holidays on a fixed schedule.Excellent written and verbal communication skills in both English and Korean to effectively liaise with Korean-speaking associates.Strong customer service skills with the ability to empathize and understand gamer perspectives for effective troubleshooting.Adept at analyzing information accurately and efficiently.Team-oriented and collaborative mindset.A passion for gaming is preferred, although we welcome recent graduates or candidates without prior customer service or gaming experience.Benefits:Career advancement opportunities.Casual work environment.Health and medical benefits.Regular working hours from Monday to Friday.1-year contract position.

Join Rapsodo as a proactive and meticulous Customer Support Specialist, dedicated to assisting our clients in Japan and other international markets from our Kuala Lumpur office. In this role, you will serve as the initial point of contact for athletes, coaches, and everyday users, taking full ownership of their issues from start to finish, ensuring a consistent and high-quality Rapsodo experience across various regions.This position is not merely transactional, nor is it set within a rigid structure. As we rapidly expand our international presence, you will have the unique opportunity to actively participate in developing and refining our systems, processes, and customer experience from the ground up.We seek a highly self-motivated individual who is adaptable and finds energy in building and innovating. Comfort in navigating ambiguity, taking initiative, and providing structure in a fast-paced environment is essential.You will be required to communicate effectively in both English and Japanese, troubleshoot various issues, and take complete responsibility for resolving customer concerns.

About ThoughtFullThoughtFull is a pioneering digital mental health company backed by Temasek, dedicated to revolutionizing mental healthcare accessibility through innovative solutions for insurers and employee benefits. Our application, ThoughtFullChat ("TFC"), empowers individuals to take charge of their mental wellbeing by providing a variety of engagement options—from self-driven learning to personalized one-on-one coaching with mental health professionals via text, video, or in-person interactions. We strive to meet our users where they feel most comfortable, reinforcing the idea that healthy employees contribute to vibrant and productive work environments.Our vision is to prioritize mental health for everyone, every day. While it's an ambitious goal, we believe that with the right team—those who are bold enough to Dream Audaciously, Do ThoughtFully—we can make this vision a reality. If you are passionate about making a difference and committed to delivering your best work, we invite you to join us!Job OverviewThoughtFull is seeking a dynamic, strategic, and resourceful Clinical Quality and Provider Engagement Manager. In this pivotal role, you will be responsible for monitoring and enhancing the quality of services and engagement with our network of providers across Asia and beyond. This entails assessing quality outcomes, designing professional development programs, evaluating learning initiatives, managing relationships with key stakeholders, and ensuring the highest service quality within our network. The ideal candidate will possess expertise in mental health and demonstrate a strategic mindset towards enhancing quality and fostering engagement with our global network of mental health professionals.Key Responsibilities:Analyze trends in clinical performance data to develop actionable quality improvement initiatives.Ensure compliance of clinical practices with relevant regulatory and ethical standards across operating markets.Collaborate with trainers and mental health professionals to create an ongoing learning and development curriculum informed by quality audits and emerging clinical evidence.Monitor provider engagement metrics and proactively address indicators of disengagement or attrition risk.Collaboration:Work closely with Clinical Operations, Solutions, Product, and R&D teams to integrate provider experience, clinical quality insights, and training needs into platform development and organizational strategy.Act as the primary relationship holder for the provider network, addressing concerns, soliciting feedback, and maintaining high levels of satisfaction.

About AirwallexAirwallex stands as the premier unified payments and financial platform tailored for global enterprises. Our innovative blend of proprietary technology and software empowers over 200,000 businesses worldwide, including industry leaders such as Brex, Rippling, Navan, Qantas, SHEIN, and many others, providing fully integrated solutions for managing business accounts, payments, spend management, treasury services, and embedded finance on a global scale.Founded in Melbourne, our diverse team of over 2,000 talented professionals spans across 26 global offices. With a valuation of $8 billion and backing from top-tier investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is at the forefront of shaping the future of global payments and financial services. If you’re eager to engage in transformative work that challenges the status quo, we invite you to join our dynamic team.

The MUFG Business Process Outsourcing (BPO) Team specializes in providing comprehensive middle office and trade support services tailored for investment managers. By outsourcing their operational functions to our dedicated BPO team, clients can benefit from specialized expertise, enhanced scalability, and the opportunity to concentrate on their core investment strategies.As an Associate Director, you will assume a pivotal leadership role, ensuring the delivery of high-quality services, fostering robust client relationships, and driving operational excellence. You will serve as a senior escalation point, manage multiple client accounts and operational processes, and spearhead continuous improvement initiatives within the BPO framework. This position demands advanced technical knowledge, exceptional leadership abilities, and the confidence to engage effectively with clients, brokers, custodians, and internal teams.The ideal candidate will engage with prospective clients throughout the APAC region and must possess the capability to communicate and showcase our business offerings with clarity and depth.Key Responsibilities:Provide senior oversight of daily middle-office operations, ensuring cash, position, and trade activity reconciliations are executed accurately and promptly.Oversee trade support processes—including trade matching, confirmation, instructions, and settlement—across various asset classes.Monitor third-party matching platforms and custodian portals to guarantee timely matching and settlement.Support and supervise the complete trade lifecycle from post-execution through to settlement, working closely with brokers, custodians, and counterparties to minimize settlement fails.Ensure all client deliverables are met on a daily, weekly, and monthly basis, adhering to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).Review and maintain the integrity of SLAs with clients, ensuring that new requests are assessed appropriately.Act as a senior escalation point for clients, ensuring that issues are handled with urgency and professionalism.Conduct senior-level quality assurance checks on client deliverables to ensure accuracy and completeness.Lead, mentor, and develop junior team members to foster a high-performing culture.Drive process improvements to enhance efficiency, mitigate risks, and improve client experiences.Sponsor and lead departmental and cross-functional projects, including client onboarding and the implementation of new tools.Ensure that operational procedures are current and aligned with industry standards.

This Senior Associate, IT Application Support Analyst role centers on supporting Flexcube and related applications for Mufg Investor Services in Kuala Lumpur. The position calls for hands-on problem-solving and collaboration with both internal teams and clients. Main responsibilities Maintain and support Flexcube systems, focusing on stable and reliable operation. Troubleshoot application issues, respond to user concerns, and work to minimize downtime. Partner with internal groups and clients to resolve problems and improve the overall user experience. Assist with ongoing enhancements to ensure the stability of critical IT systems. Requirements Proven experience supporting Flexcube applications. Ability to manage and enhance core IT applications. Comfortable working with both technical teams and end users to solve issues.

Join our dynamic team at Mufg Investor Services as an Associate Director in the Client Data Team, focusing on Fund Accounting. In this pivotal role, you will lead initiatives that enhance our data management capabilities, ensuring accuracy and compliance while driving innovation within our business processes.

Overview We are on the lookout for enthusiastic and personable individuals who possess outstanding communication skills, a strong desire to learn and adopt new technologies, and a proven history of delivering exceptional customer service. Join us to explore diverse and dynamic IT environments that will accelerate your IT and communication skills development. What Will You Be Doing? As a Support Engineer, you will deliver Level 1 and Level 2 support to our valued clients, acting as the primary point of contact to identify, troubleshoot, and resolve reported issues. You will collaborate closely with the R&D Team by conducting initial investigations, such as reproducing reported issues, and effectively communicating your findings to the support software engineers and quality assurance engineers to aid in bug resolution. Your Responsibilities Will Include: Acting as a representative for project-specific customer inquiries and issues, taking ownership to ensure they are resolved. Ensuring customer satisfaction through project support and maintenance. Gathering information and conducting in-depth analysis, diagnosis, and troubleshooting. Committing to SLAs for response and resolution, troubleshooting, and performing root cause analysis of technical issues. Communicating effectively with customers and the internal R&D team regarding necessary bug fixes. Managing the status of reported issues and ensuring timely resolution. Continuously evaluating existing processes to streamline and enhance customer support activities.

Double Eleven is looking for a Customer Support Agent on a 12-month fixed-term contract based in Kuala Lumpur. This position acts as the first point of contact for customers, managing inquiries and resolving issues with attention and professionalism. Key responsibilities Respond promptly to customer questions and concerns Work to resolve issues and follow up to confirm customer satisfaction Maintain service quality that meets Double Eleven’s standards Location This role is based in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia.

Role Overview Mufg Investor Services is hiring a Junior Associate Director for Private Equity Fund Accounting in Kuala Lumpur. This position is for the evening shift. What You Will Do Oversee daily private equity fund accounting operations during evening hours Monitor accuracy and compliance in all fund accounting activities Manage client relationships and deliver reliable, high-quality service Who We’re Looking For Detail-oriented approach to finance and accounting tasks Strong commitment to accuracy and compliance Comfort working in a client-focused, high-activity setting Interest in private equity fund management This role offers the chance to contribute meaningfully to client service and fund operations in the private equity sector.