Client Experience Analyst (Fintech)

TL;DR

Client Experience Analyst (Fintech): Providing technical and product support for regulatory compliance and reporting platforms with an accent on query resolution and technical troubleshooting. Focus on diagnosing complex product issues and collaborating with cross-functional teams to enhance system performance.

Location: Hybrid (Singapore). Must have permission to work in Singapore without sponsorship. New hires are required to spend 3 days per week in the office for the first 6 months, then 2 days per week thereafter.

Salary: $75,000 - $85,000 / year (SGD)

Company

hirify.global is a B Corp providing regulatory compliance monitoring and reporting software for the global financial industry.

What you will do

• Resolve technical and operational client queries via ticketing platforms, email, and phone.
• Diagnose and resolve complex product issues across compliance, reporting, and surveillance platforms.
• Partner with Engineering, Product, and Regulatory teams to escalate and resolve technical cases.
• Capture client feedback to contribute to continuous improvements in workflows and support tools.
• Develop internal documentation and assist in onboarding colleagues across the organization.
• Provide global support primarily for the APAC region, including occasional weekend/holiday coverage.

Requirements

• Background in technical client support, product support, or customer success within B2B SaaS or Fintech.
• Experience with support ticketing platforms such as Zendesk, Intercom, or Freshdesk.
• Ability to analyze technical structures including XML files, APIs, and data feeds.
• Strong communication skills with the ability to articulate technical solutions clearly and professionally.
• Permission to work in Singapore without sponsorship.

Nice to have

• Familiarity with asset management, hedge funds, banking, or regulatory compliance and surveillance technology.

Culture & Benefits

• Flexible hybrid working model for improved work/life balance.
• Wellbeing package including private health insurance, life insurance, and mental health coaching.
• Annual learning budget of £1,000 (S$ equivalent) and unlimited professional development leave.
• Generous leave policy: 25 days holiday plus loyalty bonuses and volunteering leave.
• Inclusive parental leave of 26 weeks regardless of gender, location, or family structure.
• Peer micro-bonuses through Bonusly and a company culture embracing diversity.

Hiring process

• Introductory call (video).
• Hiring Manager interview (video).
• Competency interview (video).
• Final interview and team meeting (on-site).