Job Title: Customer Service Manager About Aspire Digital Group (ADG) Aspire Digital Group is a growing ecosystem at the intersection of technology, finance, media, and hospitality. We operate a suite of fast-scaling platforms: Zinga – AI-powered financial services and remittance app Alby Marketplace – A digital B2B/B2C platform for products & vendors Goldroom – A creative media, streaming, and branded content hub As we expand our footprint across Australia and Southeast Asia, we’re looking for a tech-savvy and people-driven Customer Service Manager to lead our customer support operations and drive service excellence across all digital touchpoints. Role Overview The Customer Service Manager will oversee the end-to-end customer support strategy across Zinga, Alby Marketplace, and Goldroom. This includes managing support channels (live chat, email, phone), leading customer success initiatives, training virtual assistants, and ensuring users and vendors receive fast, friendly, and effective assistance. Key Responsibilities Build and manage a multichannel support team across chat, email, helpdesk, and social Implement and improve customer support SOPs, FAQ libraries, and ticketing workflows Oversee daily support operations and escalate complex issues when required Train and supervise virtual customer service agents and AI/chatbot systems Manage customer feedback loops, analyze insights, and provide recommendations for UX improvement Collaborate with product, marketing, and tech teams to streamline onboarding, issue resolution, and user communication Ensure service-level agreements (SLAs) and customer satisfaction goals are met Set up and monitor KPIs including CSAT, NPS, response time, resolution rate Support digital launches and campaigns with frontline customer service planning Represent the voice of the customer in product testing and feature improvement sessions Ideal Candidate 3+ years of experience in customer service or support operations, ideally within SaaS, fintech, e-commerce, or digital platforms Experience managing customer support teams, helpdesk tools (Zendesk, Freshdesk, Intercom), or CRMs Strong leadership, training, and quality assurance skills Familiarity with AI chatbots, automated ticketing, and digital self-help tools Excellent communication skills and empathy-driven problem-solving Tech-savvy with a basic understanding of UX/UI and digital platforms Ability to analyze customer trends, spot issues, and suggest platform improvements Multi-language support or experience with regional users (SEA, AU, EU) is a plus What We Offer Be part of a fast-growing digital group redefining customer experience across tech, media, and commerce Work on meaningful products with real-world impact Competitive salary + digital performance bonuses Flexible hybrid or remote working model Collaborative, supportive and mission-driven team culture Growth opportunities into Head of Customer Experience or Product Operations How to Apply ?? Submit your CV and a short cover letter to: hr@aspiredigitalgroup.com.au