Senior Executive, Customer Experience position at Funding Societies

_{2026-02-05T05:58:28.118Z} bot

Funding Societies | Modalku Group Senior Executive, Customer Experience

Experience: 3-years

Pattern: Full-time

Country:

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Kuala Lumpur....Malaysia

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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. We’re looking for a customer-centric teammate with a strong drive for continuous improvement to join our lean and dynamic CX team, which primarily supports our investment products . In this role, you’ll engage leads throughout the conversion funnel, guiding them into becoming potential investors while ensuring a smooth and impactful customer journey. You’ll thrive here if you enjoy collaborating in a fast-paced, growth-driven start-up environment. What you will do: Support CX Lead in the development, documentation, and continuous improvement of SOPs, ensuring operational consistency and regulatory compliance. Drive end-to-end Customer Experience operations, including KYC processing, customer and investor communications, and service execution, working closely with the operations team. Support crowdfunding and investor-related CX activities, including investor communications and operational workflows. Manage and develop customer-facing knowledge resources, including partner, SME, and investor article centers, to improve engagement and self-service adoption. Respond to customer and investor inquiries across multiple platforms, including digital channels and social media, with speed, empathy, and professionalism. Support investor onboarding, conversion, and engagement initiatives, contributing to customer satisfaction, retention, and growth. Take ownership of customer experience metrics, including NPS, CSAT, and customer feedback programs, translating insights into actionable improvements. Collaborate with internal and external stakeholders to deliver CX initiatives aligned with business objectives. Contribute to ad-hoc projects and strategic initiatives as assigned by the CX Lead. What we are looking for: Have minimum 3 years experience in Customer Experience or Customer Support. Fluency in written and spoken English and Malay. Fluency in Chinese will be a huge added advantage. Experience in both handling customers’ inquiries and operation will be an added advantage. Experience in Excel and report preparation. Good critical thinking skills, self-motivated, meticulous and able to work independently to achieve defined targets. Persuasive and possesses strong inter-personal skills and able to maintain strong client relationships. You’re the first to roll up your sleeve in any BAU and ad-hoc tasks. Having experience in the financial services or fintech industries will be an advantage. What it is in for you: Explore and contribute to continuous improvement projects. Solve problems and challenge the status quo in our daily tasks. 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.

Senior Executive, Customer Experience job opportunity at Funding Societies | Modalku Group.

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