Client Success Analyst

About Syfe

Syfe is a digital investment platform with a mission to empower people to grow their wealth for a better future. Built on the pillars of advice, access and innovation, we cater to the full spectrum of an individual's wealth needs across diversified proprietary portfolios, cash management solutions and a state-of-the-art brokerage.

The Syfe team combines world-class financial expertise with best in-class technology talent. Excellence in execution is in our DNA and we offer equity ownership to all employees regardless of seniority and designation.

We are regulated by the financial authorities across Singapore, Hong Kong and Australia. In Singapore alone, where we are headquartered, over 250,000 investors trust Syfe to grow their wealth.

Since its founding, Syfe has raised US$132 million from world-class investors. The company has won multiple awards including Wealth Management Fintech of the Year by the Asian Banking and Finance Awards, as well as being recognized as one of the Top LinkedIn Startups in Singapore.

The Right Profile

The Client Success team serves as the voice behind Syfe’s brand. As the first line of service and support for our clients, our Client Success Analyst is pivotal in proactively reaching out to clients, ensuring an optimized client experience at every touch point.

You will prioritize outbound client engagement, providing world-class customer service, solutions, and support. We seek enthusiastic, quick-thinking individuals eager to go the extra mile to deliver an exceptional client experience. There is a chance of a permanent position, subject to satisfactory performance.

Employment Type: Permanent

Location: Hong Kong
We are unable to provide work pass sponsorships for this position.

• Proactively engage clients through outbound queries, identifying service needs, and addressing gaps to enhance their experience.
• Serve as the primary point of contact for all outbound client communications, ensuring timely and impactful outreach.
• Collaborate closely with internal stakeholders to deliver customer service that exceeds client expectations.
• Craft professional responses to clients based on a thorough understanding of internal processes and product offerings.
• Understand and adhere to the escalation matrix for complex or high-priority issues.
• Demonstrate exceptional prioritization and time management skills, maintaining and enhancing long-term client relationships through appropriate escalation.
• Continually build familiarity and knowledge of Syfe’s product offerings (especially Syfe HK’s cash and income flagship products) to become the domain expert on app features.
• Increase client engagement by proactively sharing periodic product and market commentaries.

• Eligible candidates must be Hong Kong citizens, permanent residents or hold a valid work pass to work in Hong Kong.
• 1 - 2 years of previous experience in a client management-focused role preferred.
• Experience using Zendesk or equivalent customer service software is preferred.
• A background in financial services/investment is preferred.
• Excellent command of written and spoken English and Chinese.
• Fluent in English, Cantonese and Mandarin.
• Ability to work independently/remotely while also being a collaborative team player.
• A proactive approach to resolving client requests.
• Capability to thrive in a dynamic, fast-paced environment with high self-assurance, energy, and drive.
• Strong communication and interpersonal skills. 

• You take initiative, act with drive and lead with an owner's mindset.
• You prefer open communication, remain humble and see feedback as a tool for personal and professional development.
• You flourish in a fast-paced and ever-changing landscape, where ambiguity is an opportunity to demonstrate your critical thinking and growth-oriented mindset.
• You come as you are. At Syfe, we believe in the power of diversity and are dedicated to creating a welcoming and innovative environment for all our employees. We embrace and encourage applications from candidates of all backgrounds and provide equal employment opportunities without discrimination based on any personal characteristic or status protected by law. If you require any accommodations to ensure a comfortable and positive interview experience, please don't hesitate to reach out.

• Virtual introductory call with our Talent Acquisition Partner (15 min)
• Virtual/Onsite interview with the Hiring Manager (60 min)
• Take-home technical assignment that mimics real-world problem relevant to your role (2-3 days)
• Onsite interview with our Head of Customer Success and Hong Kong team members (60 min)
• Virtual/Onsite interview with our Head of People & Culture (45 min)
• Background and Reference Checks