Product Ops and User Support Specialist (Contract)

Monetary Authority of Singapore

Fixed Terms

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

Additional Job Description

0-5 years of 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.

About Monetary Authority of Singapore

MAS is the central bank of Singapore. Our mission is to promote sustained non-inflationary economic growth, and a sound and progressive financial centre.