Who are we
dtcpay is a MAS licensed payment service provider that bridges traditional finance and digital assets. We enable businesses to accept and make payments in both fiat and digital currencies, delivering secure, efficient, and seamless payment experiences across borders. As we expand globally, we are shaping the future of digital payments.
We are also recognized as one of Singapore's Top 10 Startups in the LinkedIn Top Startups 2025 list, a reflection of our momentum and the exciting journey ahead for our team.
What you'll do:
Customer Service & Product Enablement
- Act as the voice of customer support within product and operations discussions
- Translate customer and partner issues into clear product requirements and process improvements
- Improve internal system and product related to account verification, onboarding, and digital service activation
Process & Tool Optimization
- Drive enhancements to CRM and customer support systems (e.g. PEGA, Genesys, Avaya)
- Identify inefficiencies in customer service processes and design scalable, compliant solutions
- Leverage generative AI tools to streamline procedures, improve response quality, and reduce manual effort
- Collaborate with engineering teams to implement tooling and workflow improvements
- Ensure all customer service product align with banking, payments, and regulatory requirements
Stakeholder & Team Collaboration
- Work cross-functionally with Customer Support, Operations, Compliance, Sales, and Technology teams
- Support frontline teams by incorporating their feedback into product and process decisions
- Contribute to training, documentation, and change management for new tools or workflows
What we are looking for:
- 3+ years of experience in customer service, customer operations, or product support within banking, fintech, or regulated financial services
- Strong understanding of digital banking, payments, or online business services
- Hands-on experience with CRM or customer support platforms (e.g. CXONE, Salesforce Service Cloud, Zendesk)
- Experience working with APAC markets and cross-border stakeholders
- Experience in Agentic AI is a MUST
- Passions in internal system and product enhancement, with product design experience will be a good advantage
- Excellent written and verbal communication skills and stakeholder management skills
