CX Associate Manager

About The Company
Aspire is the leading all-in-one finance operating system for growing businesses We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and SMBs to realise their full potential, Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures To power our solutions, we have partnered with some of the best companies in the world such as JP Morgan, Visa and Wise and helped more than 50,000 businesses using our suite of products, Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIns Top Startup in Singapore In 2024, we also made it to CB InsightsTop 100 Global Fintech List two years in a row, You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds Are you a top talent who is passionate about entrepreneurshipJoin our rapidly growing team to make an impact in the Fintech space! About The Role Location : Bengaluru/ Gurugram We are looking for a customer-focused and experienced CX Associate Manager with strong product knowledge and incident management capabilities In this role, you will manage complex customer relationships, lead cross-functional escalations?including payment and product-related issues?and oversee the end-to-end escalation management process You will be responsible for analyzing customer feedback, identifying root causes of friction, and collaborating with product, engineering, and compliance teams to drive meaningful improvements across customer journeys, Key Responsibilities Product experience: Champion end-to-end customer experience across key financial products including Cards, SWIFT payments, Compliance/KYC, Investment Solutions, and API integrations, Collaborate closely with Product, Engineering, and Compliance to enhance product usability and proactively eliminate recurring customer pain points, Incident & Escalation Management: Lead the full incident lifecycle?from detection to resolution?ensuring timely recovery and minimal impact on customers, Coordinate cross-functional responses, streamline escalation protocols, and continuously improve incident management frameworks, Technical Issue Resolution & Feedback Loop: Investigate complex, customer-reported issues; perform root cause analysis and partner with Engineering and Product for resolution, Consolidate customer feedback across CX channels, translating it into actionable product insights to influence roadmap and feature prioritization, Customer Experience Strategy: Design and implement initiatives to improve the customer journey across all channels and lifecycle stages, Act as the voice of the customer in cross-functional discussions, aligning experience strategy with business goals, Customer Metrics & Operational Insights: Monitor key CX metrics (eg, NPS, CSAT, CES), identify trends, and recommend actions to improve performance and satisfaction, Deliver regular insights and reports to leadership to support data-driven decision-making and continuous CX optimization, Industry & Market Best Practices: Stay up-to-date on the latest trends, tools, and best practices in customer experience management, Benchmark Aspires experience against industry leaders to ensure a competitive and customer-first service model, Requirements Bachelor's degree in Business, Finance, or a related field, Minimum of 5 years of experience in customer experience management, incident management, or a related role, Strong understanding of customer experience principles and escalation management processes, Excellent communication and interpersonal skills, Proven ability to analyze data and translate insights into actionable strategies, Experience collaborating with cross-functional teams to drive process improvements, Ability to manage multiple tasks and projects simultaneously in a fast-paced environment, Proficiency in customer relationship management (CRM) software and AI tools, Please Note: This role requires supporting US time zones and may involve working during evenings or weekends Flexibility with work hours is essential, By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact I confirm I have disclosed if applicable any previous employment with Aspire I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Aspire may be terminated summarily or I may be dismissed By submitting this application, I agree that my personal data will be processed in accordance with Aspire's Candidate Privacy Notice