Senior Executive Customer Experience, Payments

Funding Societies | Modalku is the largest SME digital finance platform in Southeast Asia. We are licensed and operating  in Singapore, Indonesia, Thailand, Malaysia and Vietnam, and backed by Sequoia India (Peak XV), Softbank Vision Fund, Khazanah and SMBC bank amongst many others. Funding Societies | Modalku provides business financing to small and medium-sized enterprises (SMEs), which is funded by individual and institutional investors, as well as payments solutions to SMEs and consumers.

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.

This position is within our Payments team (known as CardUp), a fast growing part of our organization which offers businesses a suite of payments and collections products in one easy-to-use digital platform. These no-code solutions simplify the lives of business owners, by improving cash flow management, unlocking cost savings and helping businesses save time, through automation of finance processes.

For more information on our payments team, kindly visit our website https://www.cardup.co/

What you will do:

• Champion a best-in-class regional customer experience across our omni-channel support touchpoints. Engage customers with speed, empathy, and effectiveness, fostering trust and long-lasting relationship.
• Drive and take full ownership of Customer Experience metrics, including NPS, CSAT, and resolution metrics, translating company-level goals into actionable personal goals.
• Proactively identify trends, pain points, and process gaps. Recommend and implement solutions to continuously improve service quality and customer satisfaction.
• Act as a key liaison between the Customer Experience team and internal stakeholders, collaborating cross-functionally in projects, campaigns, and any ad-hoc task forces.
• Provide guidance and support to junior team members, helping to build a culture of excellence, strong customer ownership, and knowledge sharing within the team
• Demonstrating strong personal values and a commitment that is in line with our mission and company values.

What we are looking for:

• Exception attention to detail, strong problem-solving skills, and a proven sense of accountability.
• Minimum 3-5 years of experience in Customer Experience or Customer Support, ideally within the Payments or FinTech industry.
• Proven performance in working independently and taking initiative in both BAU, ad-hoc tasks, and projects.
• Excellent communication skills and the confidence to collaborate with stakeholders at various levels.
• Experience in thriving in a fast-paced, dynamic start-up or scale-up environment, possess a proactive mindset with a genuine passion for elevating the customer experience.

You will shine if you have:

• Experience in participating or leading customer experience improvement projects, process optimization, or knowledge base management.
• Prior experience in mentoring or training junior team members or new joiners.
• Exposure to automation, AI tools, or self-service solutions for improving customer experience efficiency.
• The ability to communicate in multiple regional languages is an advantage.

What it is in for you:

• Explore and contribute to continuous improvement projects.
• Discretion on how to apply a vast array of metrics and data to solve challenging and interesting problems.
• Assist Managers on all things that impact the customer experience, including process, automation, UI/UX and much more.

• Time off - We would love you to take time off to rest and rejuvenate. We offer flexible paid vacations as well as many other observed holidays by country. We also like to have our people take a day off for special days like birthdays and work anniversaries.
• Flexible working - We believe in giving back the control of work & life to our people. We trust our people and love to provide the space to accommodate each and everyone's working style and personal life.
• Medical benefits - We offer health insurance coverage for our employees and dependents. Our people focus on our mission knowing we have their backs for their loved ones too.
• Mental health and wellness - We understand that our team productivity is directly linked to our mental and physical health. Hence we organize org-wide fitness initiatives and engage partners to provide well-being coaching.
• Tech support - We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity.

Interested to know more about us? Learn about our Stories here.