We offer both in-patient and out-patient benefits

Medical Insurance

Come to the office 3 days a week and WFH 2 days. 

Flexible Work Arrangements

We provide the necessary devices for you to do the job. Subject to request and availability. 

Company Device

Paid training and certification from General Assembly

Personal Development Fund

Swipey

<div>Swipey is committed to powering up finance and account management for SMEs, providing an end-to-end digital solution for payment and expense oversight that saves businesses time and money.&nbsp;</div><div><br></div><div>We are building a better financial ecosystem, leveraging our user-friendly digital platform to offer businesses complete and centralised financial oversight. Our portfolio of solutions is designed to improve understanding, optimise processes, and rewards users, empowering employees, eliminating unnecessary time wasted on account reconciliation, and offering benefits such as reduced foreign exchange costs and beneficial access to a suite of SaaS partners.&nbsp;</div><div><br><br></div>

Swipey - Neobank for the modern SME

<ul><li>To be recognised in Asia as a leading digital financial solutions providers for modern SMEs, providing all-in-one digital payment and tracking solutions with innovative technology, while prioritising the needs of SMEs.&nbsp;</li><li>To empower SMEs and enable them to focus on building their business and optimise operating costs, by digitising backend financial operations through one simple but elegant platform.</li></ul><div><br></div>

What we stand for

<h2>&nbsp;About Swipey</h2>
<p>Swipey is SEA’s first <strong>CFO-in-a-box</strong> built for digital-first SMEs. We unify FinOps and banking into a single operating system — helping founders close their books <strong>5x faster</strong> and save up to <strong>$25,000 a year</strong> by eliminating financial waste.</p>
<p>We believe great products don’t just work — they <strong>change how customers feel about their work and their lives</strong>.</p>
<p>Customer Success at Swipey exists to make that transformation real, visible, and repeatable.</p>
<p></p>
<h2>🚀 Role Overview</h2>
<p>As <strong>Customer Success &amp; Experience Lead</strong>, you will be the <strong>voice, advocate, and operator for our customers’ success</strong>.</p>
<p>You’ll lead a team of <strong>4 Customer Success Managers</strong>, scaling to <strong>6–10</strong>, while staying deeply connected to customers themselves — understanding their pain points, workflows, anxieties, and “aha” moments.</p>
<p>Your job is to ensure customers don’t just <em>use</em> Swipey — they <strong>feel the relief, clarity, and confidence</strong> that Swipey is meant to deliver.</p>
<p>This role blends <strong>strong people leadership</strong>, <strong>deep customer empathy</strong>, and <strong>structured execution</strong> — with enough systems thinking to scale, but always grounded in real customer experience.</p>
<p></p>
<h2>🧠 What You’ll Do</h2>
<h3>Be Relentlessly Customer-Obsessed</h3>
<ul>
<li>Build deep intimacy with customer pain points, goals, and day-to-day realities</li>
<li>Understand how different customers use Swipey — and how we can elevate their work and life through better adoption</li>
<li>Look for <strong>multiple moments across the customer journey</strong> (onboarding, first success, ongoing usage, expansion) to create small but meaningful moments of joy</li>
<li>Act as the internal champion for customers, ensuring their voice is heard and acted on</li>
</ul>
<h3>Own End-to-End Customer Outcomes</h3>
<ul>
<li>Be accountable for customer success from <strong>onboarding → activation → deep usage → advocacy</strong></li>
<li>Ensure customers activate quickly and start using Swipey meaningfully, not superficially</li>
<li>Track and improve outcomes through <strong>NPS, activation rates, feature adoption, and retention</strong></li>
<li>Personally step in on complex or high-impact customer situations when needed</li>
</ul>
<h3>Lead &amp; Scale a High-Energy CS Team</h3>
<ul>
<li>Manage, coach, and inspire a team of <strong>4 Customer Success Managers</strong>, scaling to <strong>6–10</strong></li>
<li>Set a high bar for <strong>ownership, energy, and customer care</strong></li>
<li>Design and manage <strong>customer pods</strong>, ensuring clear ownership per customer</li>
<li>Build a team culture that is proactive, positive, and biased toward action</li>
</ul>
<h3>Own Customer Support &amp; Issue Resolution (End-to-End)</h3>
<ul>
<li>Take ownership of all customer-raised issues, ensuring they are <strong>clearly recorded, tracked, and resolved</strong></li>
<li>Triage and reroute issues to the right internal teams (Product, Engineering, Ops, Compliance) with clear context and priority</li>
<li>Work closely with <strong>external partners</strong> such as <strong>VISA</strong> and <strong>HSBC</strong> to resolve ongoing issues related to payments, cards, banking infrastructure, or third-party dependencies</li>
<li>Manage customer communication during incidents — setting expectations clearly, proactively updating, and closing the loop with confidence</li>
<li>Identify recurring issues tied to <strong>feature limitations, system bugs, or process gaps</strong>, and push for long-term fixes rather than one-off resolutions</li>
<li>Build lightweight processes and documentation so customer support scales without losing quality or accountability</li>
<li>Ensure customers feel <strong>heard, supported, and taken seriously</strong>, especially when things don’t go perfectly</li>
</ul>
<h3>Sweat the Details of the Customer Journey</h3>
<ul>
<li>Pay close attention to friction points across the Swipey customer experience</li>
<li>Identify where customers get confused, stuck, delayed, or disengaged</li>
<li>Continuously improve onboarding flows, communication, and support touchpoints</li>
<li>Turn small observations into meaningful improvements that compound over time</li>
</ul>
<h3>Build Practical Systems That Support Customers</h3>
<ul>
<li>Put in place simple, effective processes and tools that help the team deliver consistent outcomes</li>
<li>Work with Product and Engineering to surface patterns, workarounds, and improvement opportunities</li>
<li>Use technology as an <strong>enabler</strong>, not the centerpiece — always in service of better customer outcomes</li>
</ul>
<h2>✅ How Success Is Measured</h2>
<p>You’ll be successful if:</p>
<ul>
<li><strong>NPS consistently improves</strong></li>
<li>Customers activate quickly and use Swipey deeply across features</li>
<li>Discover value and increase number of SaaS plan signup&nbsp;</li>
<li>Your team operates with confidence, clarity, and accountability</li>
</ul>

This job is for a Customer Success Lead at Swipey, where you&#x27;ll champion customer satisfaction and lead a team to enhance user experiences. You might like this job because you’ll help people feel more confident and relieved in their work!

Troubleshooting (Problem Solving)

Leadership

Decision Making

Escalation Procedures

Relationship Building

Accountability

Communication

_About Swipey
Swipey is SEA’s first CFO-in-a-box built for digital-first SMEs. We unify FinOps and banking into a single operating system — helping founders close their books 5x faster and save up to $25,000 a year by eliminating financial waste.
We believe great products don’t just work — they change how customers feel about their work and their lives.
Customer Success at Swipey exists to make that transformation real, visible, and repeatable.

🚀 Role Overview
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