Product Ops and User Support Specialist (Contract)

[What the role is][What the role is]

The Monetary Authority of Singapore (MAS) is Singapore’s central bank and integrated financial regulator.

As central bank, MAS promotes sustained, non-inflationary economic growth through the conduct of monetary policy and close macroeconomic surveillance and analysis. It manages Singapore’s exchange rate, official foreign reserves, and liquidity in the banking sector.

As an integrated financial supervisor, MAS fosters a sound financial services sector through its prudential oversight of all financial institutions in Singapore – banks, insurers, capital market intermediaries, financial advisors, and stock exchanges. It is also responsible for well-functioning financial markets, sound conduct, and investor education.

MAS also works with the financial industry to promote Singapore as a dynamic international financial centre. It facilitates the development of infrastructure, adoption of technology, and upgrading of skills in the financial industry.

Join us now, if you have a genuine interest in making an impact to help shape Singapore’s economic and financial landscape

[What you will be working on]

We are seeking a motivated and customer-centric professional to evolve our customer support function to drive strategic insights. This role offers an opportunity to bridge the gap between customer support and product development, turning feedback into valuable insights that drive product improvements.

Manage and resolve user enquiries with high standards of service excellence

Provide technical troubleshooting and support for product-related issues

Create and maintain comprehensive knowledge bases for common issues and solutions

Design and implement feedback collection frameworks

Systematically analyse user enquiries, feedback and behaviour patterns, and effectively communicate insights to product team

Collaborate with product teams to translate user feedback into product improvements

[What we are looking for]

At least 3 years’ experience in customer support, product operations or related roles (preferably in technology or digital services)

Has a passion for improving user experience and influencing product decisions

Excellent written and verbal communication skills

Proactive and self-motivated learner, team player with strong interpersonal skills

Strong analytical skills with ability to identify patterns and extract meaningful insights

Proven ability to translate customer feedback into actionable product recommendations

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.

This is a 1 year contract position. All applicants will be notified on whether they are shortlisted or not within 4 weeks of the closing date of this job posting.

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