Customer Service

About Us
Longbridge is a new-generation, AI-driven online brokerage on a mission to make investing smarter, simpler, and more accessible for everyone. Headquartered in Singapore, we are redefining the investment journey by connecting the stages of “Discovery → Learning → Trading.”

With our proprietary AI assistant, Longbridge AI, and a cloud-native infrastructure, we provide retail investors with institutional-grade insights and a seamless global trading network. At Longbridge, you won’t just be working for a brokerage; you’ll be building the future of financial infrastructure.

Key Responsibilities :

CLIENT SERVICING

• Multi-channel enquiries : Handle client enquiries via phone, email, in-app chat and walk-in channels, covering account, trading, platform and general service-related matters.
• CS mailbox : Manage the dedicated CS mailbox and ensure enquiries are properly followed up and resolved within agreed service standards.
• Customer outreach : Support customer outreach requests from internal teams, ensuring timely and accurate follow-up with clients.
• Case records : Maintain accurate case records, client communications and follow-up actions in the relevant systems.

COMPLAINT & ESCALATION MANAGEMENT

• Complaint handling : Handle client complaints and escalated cases, working with Operations, Compliance, Product, IT and other relevant teams where required.
• Service levels : Maintain expected service levels and turnaround times, including during peak periods, leave and other staff absences.

AI CHAT QUALITY & KNOWLEDGE MANAGEMENT

• Daily quality checks : Conduct daily quality checks on AI-generated in-app Chat responses, identifying inaccurate, incomplete or outdated information and coordinating corrections with the relevant teams.
• Knowledge bank : Regularly review and update the CS knowledge bank used by the AI Chat, ensuring information remains accurate, current and aligned with product, operational and regulatory requirements.
• Continuous improvement : Identify recurring client issues and provide feedback to improve processes, FAQs, knowledge content and overall client experience.
• CS initiatives : Support CS initiatives, process improvements and other ad-hoc projects as required.

Job Requirements

• Diploma or Bachelor’s degree in business, finance, communications or a related field.
• 2-5 years of relevant customer service experience, preferably in banking, brokerage, fintech or financial services.
• Experience handling complaints and escalated cases across multiple channels is an advantage.
• Good understanding of financial products, brokerage services and/or digital trading platforms is an advantage.
• Comfortable working with digital platforms, CRM systems and AI-enabled customer service tools.
• Confident maintaining structured knowledge content and identifying inaccuracies in it.
• Strong written and verbal communication skills with good problem-solving and complaint-handling abilities.
• Strong attention to detail, with the ability to identify inaccuracies and follow through on client issues.
• Able to work independently while collaborating effectively with cross-functional teams, and to manage multiple priorities.
• Mandarin-speaking ability is an advantage.