Senior Executive, Customer Service Learning & Enablement

YouTrip is the leading and fastest-growing multi-currency payment platform in Asia Pacific. In 2018, we pioneered the region's first multi-currency digital wallet. Now, YouTrip is the #1 multi-currency digital wallet trusted by millions across the region, processing over US$15 billion in total payment value annually. Our consumer and business propositions – YouTrip and YouBiz – empower individuals and businesses with inclusive, accessible, and affordable financial solutions. YouTrip has raised over US$110 million to date, including its recent Series B round led by global venture capital firm Lightspeed Venture Partners—underscoring strong investor confidence in its mission to transform digital financial services across the Asia Pacific. Recognised as World Economic Forum’s Global Innovator 2025, CNBC’s World’s Top Fintech Companies (2025, 2024), and LinkedIn’s Top Startup (2024, 2023), YouTrip is dedicated to creating the next generation of digital finance services for consumers and businesses. Valuing an entrepreneurial culture of diversity and inclusion, we are seeking driven individuals to join our fast-growing regional team as we push the boundaries of innovative fintech solutions. About The Role We are looking for a structured and hands-on individual to shape how our Customer Service team learns, accesses information and stays ready for change. This role gives you the opportunity to own and improve our training and knowledge programmes—from new-hire readiness and ongoing learning to the tools and resources agents use every day. You will also help turn recurring operational challenges into practical content, process and workflow improvements. The role focuses on three areas: training and readiness, knowledge management, and improvements to internal knowledge tools and processes. You will work closely with Customer Service Operations, Quality Assurance, Product and other stakeholders, giving you broad exposure to how customer support operates within a fast-moving fintech environment. You Will: 1. Training and Readiness • Plan and deliver new-hire, refresher, product and process change training. • Develop engaging training materials, exercises, assessments and learning plans. • Coordinate on-the-job training, buddy arrangements and readiness assessments with Team Leads. • Monitor trainee progress and prepare training and readiness reports. • Use training outcomes and operational findings to continuously improve the programme. 2. Knowledge Management • Maintain Customer Service FAQs, macros, standard operating procedures, training materials and knowledge-base articles. • Ensure information remains accurate, consistent and easy for agents to understand. • Coordinate updates following product launches, marketing campaigns, process changes and system fixes. • Work with subject-matter experts and process owners to validate operational content. • Identify and address outdated, duplicated, conflicting or missing information. 3. Internal Knowledge Tools and Process Improvements • Own and drive improvements to internal knowledge and agent-assistance tools. • Review recurring questions and escalations to identify content, process or workflow gaps. • Translate operational needs into clear requirements, sample scenarios and expected outcomes. • Coordinate changes with the relevant teams, conduct user testing and confirm that the changes work as intended. • Identify opportunities to simplify repetitive work using approved AI, no-code or workflow automation tools. • Coding or software development experience is not required. You Are: • Three to five years of experience in Customer Service, Customer Experience, training, quality or knowledge management. • Experience delivering training and developing learning or operational materials. • Strong written, verbal, presentation and facilitation skills. • Structured, organised and able to simplify complex information into clear guidance. • Plus Point - Experience in process management, metrics development, and system design, with the ability to develop SOPs, operational frameworks, performance matrices, and system solutions that improve Customer Service workflows and efficiency. • Comfortable coordinating across teams and using new technology, including AI-assisted tools. • Experience in fintech, banking, payments or another regulated service environment would be advantageous. Success in the Role: • Training and readiness activities are delivered effectively and on time. • Customer Service knowledge resources remain accurate and current. • Recurring agent knowledge gaps and handling errors are reduced. • Content and process improvements are implemented and tested promptly. • Training, agent guidance and internal knowledge tools remain aligned.