Finance Manager / Assistant Finance Manager
What We Look For 5+ years (or a proven track record) in customer success, product operations, or related fields — ideally within B2C digital products. A track record of leadership qualities — whether through team management, peer mentorship, or influential leadership in prior roles. A people-first philosophy — invested in helping team members grow, develop, and celebrate their achievements. Familiarity with AI/self-service solutions (chatbots, automation tools) and an eagerness to implement proactive approaches for user success. Strong data analysis skills to interpret user feedback and support metrics, driving meaningful process improvements. Excellent communication skills, with the ability to simplify complex concepts, inspire peers, and manage stakeholder expectations. Ability to thrive in a fast-paced, dynamic environment, balancing multiple priorities and adapting to rapid changes. Major Plus: Background in product management or strong product collaboration skills, able to turn user insights into product roadmaps. About AIFIAN AIFIAN is redefining how people discover and invest in global real-world assets, with an emphasis on lifestyle experiences rather than traditional finance. With over 700,000 registered app users, we're on a mission to make premium experiences both accessible and user-friendly, seamlessly integrated into modern life. As we embrace an AI-driven customer success model, we're looking for a hands-on leader who believes in empowering their team to excel and champion innovative support processes. About the Role As our Customer Success Manager, you'll guide a 4-person team focused on helping a diverse user base each day — covering onboarding, transaction support, and product know-how. You'll also lead a shift from human-focused support to AI-powered, proactive self-service, freeing up live agents for high-value interactions and anticipating user needs before they arise. In this role, you'll build a high-performing team that fosters strong relationships with our users — ensuring their needs are met and helping them achieve their desired outcomes efficiently. What You'll Do Shape a roadmap for chatbots, automated workflows, and knowledge bases, focusing live-agent resources on complex, high-impact issues. Inspire a team culture where everyone can grow, learn, and thrive — encouraging peer mentorship and celebrating each member's success. Oversee team performance reviews, 1:1s, and career development plans, including hiring and onboarding new members. Manage day-to-day support operations to maintain timely responses, high user satisfaction, and smooth resolution of escalated issues. Collaborate with Product, Marketing, and Business teams to address friction points, using user insights to enhance both product and the overall customer journey. Track team performance, user satisfaction, and operational metrics, then implement improvements to optimize outcomes. Regularly sync with the Chief of Staff to ensure Customer Success priorities align with AIFIAN's broader business objectives. Evaluate solutions for increased global coverage, ensuring efficient operations at scale. Why Join Us AI-Centric Transformation: Lead our transition toward proactive self-service, leveraging AI for both efficiency and user delight. Cross-Functional Impact: Collaborate with Product, Business, and Marketing to shape the entire user journey through customer insights. Autonomy & Innovation: Enjoy the freedom to experiment, iterate quickly, and see the tangible effects of your work on user satisfaction.公司地址:
內湖區瑞光路335號8樓其他:
None-2025-04-01