Customer Service

About UsLongbridge 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checks : Conduct daily quality checks on AI-generated in-app Chat responses, identifying inaccurate, incomplete or outdated information and coordinating corrections with the relevant teams.• Knowledge bank : Regularly review and update the CS knowledge bank used by the AI Chat,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.