Job Description

Aspire is the leading all-in-one finance operating system for growing businesses in APAC. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and MSME to realise their full potential.

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and helped more than 15,000 businesses using our suite of products.

In 2022, we were awarded Best Employer of the Year and Payments Tech of the Year by Asia Fintech Awards, ranked #1 on LinkedIn\'s 2022 Top Startups list and were listed on YC Top Companies 2022. In 2023, we ranked Top 10 on The Straits Times Fastest-Growing Companies.

You will be amazed by the energy and experience of our team. We are a team of ex-entrepreneurs, ex-founders, and high-achievers with international backgrounds. We team up to reach the highest standards in what we do, and don\'t take NO for an answer.

We are expanding rapidly. Are you a top talent? Are you passionate about entrepreneurship? Join us and make an impact in the fintech space.

ABOUT THE ROLE

You are responsible for Aspire\'s CX outsourced operations. You are the link between Aspire CX operations and its outsourcing partners. Your role is crucial to create the best customer experience and create a loyal client base.

• Set up partnerships with BPOs & own partner RFQs, contracts, price negotiations, including performance-based incentives, SLAs, etc.
• Deliver incredible user experience in collaboration with our Partners

• Design & own the Aspire-Partner operating model for CX
• Create a cost-effective support system
• Create exceptional customer experience & satisfaction
• Set clear KPIs, goals and direction to the Partner teams

• Ensure fast time-to-first-response and time-to-resolution
• Ensure high quality standards
• Ensure high customer satisfaction
• Ensure 24/7 availability
• Support the Partner into achieving these goals

• Setting up clear process on issue resolution & escalation
• Ensure that Partner teams are fully up to date with all products & service and are trained to do basic troubleshooting
• Provide regular feedback to Partners with Aspire & Partner BAU teams and recurring business performance review meetings with the Aspire & Partner management team
• Do performance analysis and reporting and guide Partner and Aspire teams on areas of improvement
• Continuously improve how Partner operations fit into Aspire\'s operations and mission

• Support Aspire\'s geo-expansion strategy
• Maximise synergies & leverage that Aspire can get from outsourcing activities
• Project manage key initiatives to support the global outsourcing program
• Manage budget & billing of the Partner

• Review & approve monthly billings
• Suggest budgets according to market standards
• Keep costs aligned with budget, request for budget adjustments when needed

YOUR PROFILE

• Location - Singapore or India (Delhi or Bangalore)
• You have done it before - Minimum 8 years of experience; Strong track record in managing partners and outsourcing vendors; Track record in a customer service roles and in tech companies is preferred;
• You can think short and long term - You come up with a strategy for the next quarters, but also to execute and produce deliverables this week
• You make operations run like clockwork - You are highly analytical and structured; you are able to align a team to the company\'s vision
• You are customer-obsessed - Putting yourself in the shoes of the customer comes naturally to you. You do right by the customer.
• You have strong communication skills - You can communicate key messages effectively with internal and external stakeholders. Your communication is clear, concise and professional.

Please note: by submitting your application, you acknowledge that you have read and understood Aspire\'s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the " Policy") , and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing people@aspireapp.com .

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