Senior Client Support Specialist

Key Responsibilities

Based in Singapore and supporting the full United Fintech product portfolio — including the CobaltFX application suite, the Fair Xchange Horizon platform and Commercial Banking Applications (CBA) - you will be the trusted point of contact for banks and financial institutions: guiding them through onboarding, communicating clearly and confidently during incidents, and building the relationships and service standards on which our regional presence will grow.

This is a client-facing service role first and a technical role second - it will suit you if you combine sound troubleshooting instincts with genuine relationship-management skill and the ambition to help shape a support function from the ground up.

• Provide day-to-day operational support across the United Fintech product portfolio, including the CobaltFX application suite, the Fair Xchange Horizon platform and Commercial Banking Applications (CBA).
• Help define the support standards, processes and tooling that will scale across the full product portfolio.
• Develop working knowledge of multiple product lines to enable effective triage and resolution across the group, not just a single platform.

• Act as the first point of contact for support issues via phone, email, or self-service portal.
• Manage incidents, problems, and change/release activities in coordination with engineering, product, and client-facing teams.
• Own incident lifecycle from detection through resolution and post-incident review, ensuring root causes are identified and remediation is tracked.
• Ensure adherence to service level agreements and contribute to the ongoing refinement of SLA targets as the support function matures.

• Handle issues, change requests, and service requests from initiation to resolution.
• Identify recurring problems and work with product and engineering teams to drive permanent fixes and system enhancements.
• Build and maintain operational runbooks, troubleshooting guides, and knowledge base articles — establishing documentation standards for the support function.
• Look for opportunities to automate repetitive support tasks and improve operational efficiency.

• Guide clients through onboarding and configuration, including configuration validation, workflow setup, and go-live readiness checks.
• Serve as a liaison between internal teams and external clients, ensuring clear communication on issue status, planned changes, and service availability.
• Contribute to client-facing service reporting and operational reviews.

Note:

out-of-hours coverage is expected to be a limited requirement for this role and is included below for reference as the support function matures.

• Participate in an on-call rota providing out-of-hours support coverage for production systems, including evenings, weekends, and market holidays as required.
• Respond to critical alerts and client-impacting incidents within agreed response times outside of standard business hours.
• Escalate appropriately to engineering and infrastructure teams when issues exceed support-level resolution.

• Minimum 5 years’ experience in client-facing application support or service delivery roles, ideally within financial services or capital markets.
• Outstanding written and verbal communication skills — able to explain technical issues clearly to non-technical stakeholders and represent United Fintech confidently with institutional clients.
• Proven ability to build trusted client relationships, managing expectations and communicating calmly under pressure during incidents.
• Solid grounding in incident, problem, and change management practices…