CX Incident Manager

About The Company
Aspire is the leading all-in-one finance operating system for growing businesses. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and SMBs 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 JP Morgan, Visa and Wise and helped more than 50,000 businesses using our suite of products.
Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn's Top Startup in Singapore. In 2024, we also made it to CB Insights' Top 100 Global Fintech List two years in a row.
You will be amazed by the energy and experience of our team Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds. Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the Fintech space
About The Role
Job Description:
We are looking for a skilled and customer-focused Incident Manager to join our team. The ideal candidate will be responsible for managing high-impact incidents and escalations, maintaining strong customer relationships, and handling critical customer complaints—including, but not limited to, payment issues, P0-level incidents (e.g. fraud-related cases), and executive escalations.

This role requires close collaboration with cross-functional teams such as Product, Engineering, and Senior Management to detect, respond to, and mitigate customer-impacting issues. The candidate will also gather and analyze customer feedback to drive improvements across all touchpoints, identify process gaps, and contribute to product enhancements. You will play a key role in strengthening Aspire's customer experience and operational resilience.

Key Responsibilities
Incident Management:

• Lead the response and recovery activities for major & critical incidents, managing the lifecycle from detection through resolution.
• Coordinate with cross-functional teams to minimize service disruptions and ensure efficient incident resolution.
• Build best in class Incident management processes including by leveraging automation and AI practices.
• Build a clear roadmap of incident management processes covering global markets for next 2 quarters & next 2+ years).
• Track, report & improve key incidents management north star metrics.

Incident Prevention & Customer Experience Strategy

• Identify key customer pain points identified through a) reactive channels like issues / incidents / escalation identified and b) Proactive assessment through customer journey mapping exercise covering key risk in UI/Ux, security process as an example.
• Develop and implement initiatives to improve the customer experience across all touchpoints and channels through structured Customer Journey mapping.
• Collaborate with cross-functional teams (e.g., Product, Sales, Marketing) to address customer pain points and enhance processes.

Product Improvement Strategy

• Analyze customer-reported bugs, issues and collaborate with the tech team to ensure timely resolution and systemic fixes to prevent bugs and issues.
• Gather product feedback from CX channels and contribute to roadmap prioritization with actionable insights.

Industry Best Practices

• Stay up-to-date on the latest trends, tools, and best practices in customer experience management.
• Proactively apply industry insights to refine strategies and enhance service quality.

Requirements

• Bachelor's degree in Business, Finance, Consulting or a related field.
• Minimum of 5+ years of experience in product management, incident management, consulting, product management or a related role.
• Strong understanding of customer experience principles, strategies like CJM (customer journey mapping) and incident management processes.
• Excellent communication and interpersonal skills.
• Proficiency in AI tools
• Proven ability to analyze data and translate insights into actionable strategies.
• Experience collaborating with cross-functional teams to drive process improvements.
• Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
• The role requires flexibility to work during night and/or weekends.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Aspire. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Aspire may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Aspire's Candidate Privacy Notice