Job Overview:
Reporting directly to the General Manager, you'll lead a small, AI-enabled team that already handles a high volume of client inquiries by reviewing and editing AI-drafted responses. Your job is to turn that high-frequency contact into three things: increase ARPU, cross-sell and product adoption. You will not be starting from scratch — you'll be building structure, metrics, and coaching on top of a workflow that already works!
Key Responsibilities
Team Leadership & Service Quality
- Lead and coach a team of Associates handling inbound email and chat inquiries across all service lines.
- Own service-level standards for response and resolution time, and maintain quality of the AI-assisted draft-review-send workflow.
- Oversee the AI retraining feedback loop, ensuring recurring errors are corrected and the knowledge base stays current as products, pricing, and regulations change.
- Be responsible for managing Reviews (Google/Trust Pilot Reviews) and maintaining a high score.
Commercials
- Build and continuously refine a framework for recognising cross-sell signals inside ordinary client inquiries (e.g. a newly incorporated client asking about invoicing or filing deadlines).
- Coach the team on advisory, low-pressure cross-sell conversations suited to first-time and small business owners.
- Develop messaging and playbooks that build client trust in the Business Account and address common objections.
- Drive activation nudges for clients who hold a Business Account but underuse it.
- Design and run the client CSAT/NPS programme, including segmentation of accounts by value and risk.
- Identify at-risk accounts from sentiment data or repeated complaints and lead save conversations before churn happens.
- Work with the commercial team to co-own the cross-sell pipeline: track attach rate, conversion, and ARPU uplift, and manage clean handoffs to the commercial team.
Reporting & Continuous Improvement
- Publish a monthly report on CSAT/NPS, Trust Pilot Reviews, First-response time; resolution time; AI-draft accuracy rate
- Work with the data & commercial team to publish a monthly report to leadership on all three pillars: ARPU/cross-sell, renewal/retention, and Business Account adoption.
- Feed recurring client issues back to product/operations as a structured voice-of-client input.
Qualifications:
- 3–5 years in customer success, account management, or a client-facing role, ideally in professional services, fintech, or B2B/B2C subscription (SaaS-like) businesses.
- Experience managing or mentoring a small team, with a coaching style rather than a purely directive one.
- Comfort working with AI-assisted workflows — reviewing, editing, and improving AI-generated content rather than writing every reply from scratch.
- A genuinely consultative approach to selling — able to spot a client's need and raise it naturally, without ever feeling like a hard sell.
- Analytical comfort: able to track KPIs, read what CSAT/NPS data is telling you, and report clearly to leadership.
- Strong written communication in English; comfortable supporting clients across different time zones and culture.
Perks & Benefits:
🌴 20 days of annual leave — because rest isn't optional, it's how great work keeps happening. Take the time you need, guilt-free.
🏡 Hybrid by design — work from home every Wednesday, plus 15 extra WFH days a year to use whenever life calls for it.
🍽️ A taste of togetherness — free lunch every Tuesday and desserts every Friday, because the best ideas often come over good food.
🩺 Health insurance that's got you covered — comprehensive coverage so you can focus on your work, not your worries.
💰 Real rewards for real impact — a performance bonus of up to 2 months' salary, because your contributions should show up in your paycheck too.
About Statrys
Founded in 2019, Statrys is a fast-growing fintech company with operations in Hong Kong, Singapore, Bangkok, and Paris. We provide a suite of digital services — payment solutions, company incorporation, and accounting — built for modern, cross-border businesses.
As Statrys continues to scale across multiple jurisdictions and expand its product offering, our leads management has become a critical pillar to sustaining growth in the organization. We’re looking for a senior commercial leader to build and own the lead generation and sales enablement functions - From strategy to execution, ensuring our sales teams are equipped with the right processes, tools, content, and training to win!
Statrys