Business Support Specialist

**What We Do**

Coda delivers commerce solutions that accelerate global growth for our partners. With over a decade of experience, we’re trusted by 300+ publishers—including Activision, Bigo, Electronic Arts, Moonton, and Riot Games—to grow their revenue and audiences worldwide.

Our suite of solutions includes Custom Commerce, a fully customizable web store; Codapay, enabling seamless direct payments through API integration on publishers’ websites; Codashop, the go-to marketplace for millions of gamers to purchase in-game content; and Distribution, extending Codashop content through our network of trusted commerce partners.

Headquartered in Singapore with a team of 400+ Codans, Coda has been recognized as an industry leader, named an APAC High Growth Company (2023) by Financial Times, one of Granite Asia’s NextGenTech 30 (2024), a payments leader on Fortune’s Fintech Innovation Asia list (2024), and listed among The Straits Times Fastest Growing Fintechs (2024).

For more on how Coda helps publishers grow faster and smarter, visit coda.co.

**Job Summary**:
This role primarily focuses on Commercial Client Support, with an emphasis on KYC (Know Your Customer) compliance and account management (70%), ensuring accurate customer verification, managing account onboarding, and maintaining strong relationships with publishers, partners, and distributors.

In addition, the specialist supports internal Coda teams (20%) by facilitating smooth handovers, process alignments, and operational collaboration. The remaining 10% involves Concierge/VIP support, providing tailored assistance to high-value clients to enhance their experience.

Strong communication skills in Mandarin and English and a client-centric mindset are essential to navigate complex stakeholder interactions and uphold high service standards.

**Responsibilities**:

- Provide day-to-day operational and administrative support to the Commercial team in managing B2B partner relationships and communications.
- Oversee KYC onboarding and remediation processes, ensuring compliance with regulatory standards and maintaining accurate partner records.
- Conduct periodic data integrity reviews to uphold compliance and operational standards.
- Manage client-related inquiries by coordinating with internal stakeholders and tracking issues to ensure timely resolution.
- Collaborate with Finance, Compliance, and Distribution Partnerships to align operational processes with commercial objectives.
- Support key operational workflows, including payouts, account reconciliations, commercial terms input, and transaction monitoring.
- Partner with Commercial Ops, Payments, Compliance, and Finance teams to resolve internal and client-facing escalations.
- Maintain internal trackers, dashboards, and documentation to ensure accuracy, visibility, and alignment across teams.
- Coordinate onboarding, platform-related issues, and technical support requests impacting key clients, ensuring structured follow-through.
- Act as a liaison for priority clients by coordinating with relevant internal teams to address high-importance concerns.
- Facilitate clear and proactive communication to ensure smooth and timely resolution of critical service requests.
- Manage end-to-end support for priority clients, including inquiries, onboarding, and platform-related issues, while providing regular updates on issue status, resolution progress, and expected timelines.

**Requirements**:

- Language Proficiency: Fluent in Mandarin and English to effectively communicate with publishers, merchants, partners, and stakeholders.
- Communication & Coordination: Strong verbal and written communication skills with proven ability to manage cross-functional collaboration.
- Work Management: Highly organized and detail-oriented, ensuring accuracy and consistency in daily tasks.
- Time Management: Demonstrated ability to prioritize and manage multiple tasks efficiently under tight deadlines.
- Client Focus: A client-first mentality focused on delivering exceptional service and building strong relationships.
- Teamwork: Ability to work collaboratively across various internal teams to achieve common goals.
- Problem-Solving & Initiative: Strong analytical and problem-solving skills with the ability to work proactively and perform well under pressure.

**Additional Skills & Experience**:

- Experience in sales, marketing, customer support, technical support, or operations roles.
- Familiarity with KYC processes and regulatory compliance requirements.
- Previous experience in account servicing or account management.
- Background in SaaS, Fintech, E-Commerce, Online Gaming, or digital products industries is beneficial.
- Hands-on experience with CRM tools such as Zendesk, Intercom, Salesforce, Hubspot.
- Experience using Content & Design Management Systems like Canva or Adobe.
- Familiarity with technical configuration platforms is an advantage.

**Working at Coda**

With Codans spread across over 20 countries worldwi