Senior Manager, Customer Service

Hong Kong
Customer Service
Full-time

Our mission
 
We’re blowing the world of investing wide open. We believe everyone deserves the same access to world-class investing as the big guys. Whether you are new to investing or you are an experienced trader, we have the solution for you. Our mission is to use technology to make growing your money simpler, smarter and more affordable. We put the customer in the center of everything we do.
 
Our company
 
Launched in 2012, 8 Securities is Asia’s leading mobile investing service with licensed offices in Hong Kong and Tokyo. The company has a history of innovation, having launched Asia's very first robo-advisor and $0 commission stock trading apps. The apps are available in the App Store and in the Google Play store in English; Traditional and Simplified Chinese; and Japanese. In October 2017, IDC listed 8 Securities on its Asia Fast Fintech 101 list and also labeled the company as one of the 10 fastest growing fintechs in Hong Kong. 8 Securities was founded by Mathias Helleu and Mikaal Abdulla. Prior to starting the company, they led E*TRADE's international business across 14 countries. Since launching in 2012, 8 Securities has raised $US 60 million in capital. And recently received an USD 25 million investment from Nomura.
 
75% of our customers are Millennials in their 20s and 30s. The average age is 29.
 
Our team
 
Our team is dynamic, diverse and bound by a passion for great technology and products. We welcome new ideas, we debate, we take risks and we move forward together. As a team we have a direct impact on the future of 8 Securities and the industry as a whole. We live and breath agile development which supports the fluid nature of our business. We believe in mentoring and continuous improvement.
 
The 8 app
 
We have re-invented the trading experience to be simple, mobile first, fast and fun. Our aim was to create the shortest path between a trading ideas and the trades execution. 8 is Asia's first membership pricing for unlimited trading. As an extra bonus, we also calculate your investment scores to assist you in understanding and managing the risk and diversification of your stock portfolio. The 8 app is smart trading on the go. We have quadrupled our customer base in the past year.
 
Your role
 
Recruit, train and lead a team of three Relationship Managers (each Relationship Manager will have a dedicated book of priority customers to service)

Establish a proactive service culture (instead of reactive)

Measure customer satisfaction with tools such as NPS scoring

Feedback to other teams to provide the best in class customer experience, share users' pain points and potential improvements 

Participate in management meetings and strategy, be involved with marketing, sales and product development

Your primary KPI will be customer satisfaction and retention.
 
Qualifications
 
Bachelor degree (or equivalent experience) required
At least 5 years of working experience in a customer service role
Fluent in Cantonese and English, with excellent communication skills
Understanding of 8 Securities app
Prior experience in the financial services industry is preferred but not required
Analytical and rigorous 
Ability to observe, analysis and propose actions to improve the customer experience and satisfaction