Customer Success

Customer Success & Digital Operations Lead

Are you customer-obsessed? Are you tech-savvy? Do you thrive when building digital experiences that delight customers while scaling operations that drive business growth? If this is you, we want to know you.

This isn't just a job—it's a mission. If you're ready to grow with us, we're ready for you.

Customer focus and operational excellence are the keys.

"The leaders are driven, committed, and relentless in making this succeed. They have fire in their belly to grow, and with that fire, they want you to grow too."

At Fig Advisory, we don't just manage businesses—we transform them.

About the Role

Fig Advisory is seeking a Customer Success & Digital Operations Lead to spearhead our customer-centric operations supporting innovative Australian clients from our Quezon City office. In this full-time role, you will lead customer success initiatives while building scalable digital operations that enhance user experiences and drive client retention.

This is an opportunity to be part of building something meaningful from the ground up.

What You'll Be Doing

• Drive customer success - own the complete customer journey from onboarding to retention, ensuring exceptional user experiences
• Lead digital operations - manage and optimize digital platforms, tools, and workflows that support customer interactions
• Analyze customer data - track customer behavior, satisfaction metrics, and identify opportunities for improvement
• Build customer relationships - serve as primary point of contact for key accounts and resolve escalated issues
• Optimize digital processes - streamline customer-facing systems and internal operations for maximum efficiency
• Support business growth - identify upselling opportunities and contribute to customer acquisition strategies
• Lead process innovation - implement new technologies and methodologies to enhance customer experience

What We're Looking For

• 3+ years experience in customer success or digital operations - proven track record in customer-focused roles
• Digital platform expertise - experience with CRM systems, customer support tools, and digital analytics
• Customer-centric mindset - passion for solving customer problems and creating exceptional experiences
• Data analysis skills - ability to interpret customer data and translate insights into actionable strategies
• Leadership potential - demonstrated ability to drive initiatives and influence cross-functional teams
• Technology proficiency - comfortable with multiple software platforms and quick to learn new tools
• Self-driven and growth-minded - committed to continuous improvement and professional development

Bonus points for:

• Experience with Australian business practices or international customer success
• Background in fintech, digital services, or SaaS platforms
• Professional certifications in customer success, digital marketing, or operations management

Our Core Values (Non-Negotiable)

Discipline

• Consistent delivery of exceptional customer experiences
• Meeting customer commitments and operational targets without exception
• Systematic approach to customer data management and process optimization
• Professional standards that never compromise

Hunger

• Proactive identification of customer needs and improvement opportunities
• Continuous learning about customer success best practices and digital tools
• Going beyond basic requirements to exceed customer expectations
• Drive to grow expertise in customer operations and digital platforms

Ownership

• Taking full accountability for customer satisfaction and operational outcomes
• Honest communication about challenges and proactive problem-solving
• Building solutions that benefit both customers and business growth
• Professional integrity in all customer interactions and data handling

What We Offer

At Fig Advisory, we are committed to providing a supportive and collaborative environment where employees thrive. We offer a competitive remuneration package, ongoing professional development, and comprehensive benefits.

100% of our employees enjoy working here, and we are proud to be a Great Place To Work (GPTW) certified organisation.

This role offers:

• Leadership development opportunities - clear advancement paths as we expand our customer success operations
• International exposure - work with Australian clients using cutting-edge digital platforms and methodologies
• Skills development - training in advanced customer success tools and digital operations frameworks
• Team building opportunity - lead the establishment of our customer success and digital operations division

Location: Quezon City Office, Manila

Schedule: Full-time, Australian business hours alignment

Growth Opportunities: Potential to build and lead the customer success team as we scale

Success Profile

You're the right fit if you:

• Put customers at the center of everything you do
• Can balance strategic thinking with tactical execution
• Communicate effectively with both customers and internal stakeholders
• Want to build expertise in customer success and digital operations
• Demonstrate our core values consistently, especially under pressure
• See this as a career-building opportunity to create meaningful impact

This role is ideal for:

• A customer-focused professional ready for leadership responsibility
• Someone who wants to specialize in digital customer operations
• A growth-minded individual seeking international business exposure
• Someone who thrives in building systems and processes from the ground up

The Leadership Opportunity

This is more than a customer success role - it's your chance to help build Fig Advisory's customer operations capabilities from the ground up. As we expand our client base, high performers will have opportunities to:

• Build and lead the customer success team
• Develop specialized expertise in digital customer operations
• Take on strategic client relationship responsibilities
• Contribute to business development and growth strategies

If you're ready to lead customer success while building scalable digital operations, we encourage you to apply now.

Have a look at what we're about: Watch here

Ready to transform customer operations? Apply today.

Adding actionable value through exceptional customer experiences.

Our Core Values (Non-Negotiable)

Discipline

• Consistent accuracy in all financial processing
• Meeting deadlines and regulatory requirements without exception
• Systematic approach to data management and quality control
• Professional standards that never compromise

Hunger

• Proactive identification of process improvements
• Continuous learning about financial services and regulations
• Going beyond basic requirements to deliver exceptional results
• Drive to grow expertise in financial operations

Ownership

• Taking full accountability for data accuracy and compliance
• Honest communication about challenges or errors
• Building solutions that benefit both clients and operations
• Professional integrity in handling sensitive financial information

What We Offer

At Fig Advisory, we are committed to providing a supportive and collaborative environment where employees thrive. We offer a competitive remuneration package, ongoing professional development, and comprehensive benefits.

100% of our employees enjoy working here, and we are proud to be a Great Place To Work (GPTW) certified organisation.

This role offers:

• Career growth opportunities - clear advancement paths as we expand our financial services team
• International exposure - work with Australian financial services standards and practices
• Skills development - training in advanced financial systems and compliance frameworks
• Team building opportunity - be part of establishing our financial operations division

Location: Quezon City Office, Manila

Schedule: Full-time, Australian business hours alignment

Growth Opportunities: Potential to lead the financial operations team as we scale

Success Profile

You're the right fit if you:

• Take pride in producing error-free financial work
• Can manage multiple priorities while maintaining accuracy
• Communicate professionally with clients and stakeholders
• Want to build expertise in international financial services
• Demonstrate our core values consistently under pressure
• See this as a career-building opportunity, not just a job

This role is ideal for:

• A detail-oriented professional ready for increased responsibility
• Someone who wants to specialize in financial operations and compliance
• A growth-minded individual seeking international business exposure
• Someone who thrives in a collaborative, results-focused environment

The Growth Opportunity

This is more than a financial operations role - it's your chance to help build Fig Advisory's financial services capabilities from the ground up. As we expand our client base, high performers will have opportunities to:

• Lead the financial operations team
• Develop specialized expertise in Australian financial regulations
• Take on senior client relationship responsibilities
• Contribute to business development and strategy

If you're ready to build something meaningful while advancing your career in financial services, we encourage you to apply now.

Have a look at what we're about: Watch here

Ready to transform financial operations? Apply today.

Adding actionable value through financial excellence.

---