Senior Executive, Customer Experience

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.