White paper
We sat down with some of the team members to learn more about their work. Here's a look behind the scenes into their day-to-day activities.
Moonfare's priority is to empower individuals and organisations who invest with the firm at every step of their private equity journey. It's the role of the customer success team to ensure this process is as friendly and effortless as possible.
This includes everything from welcoming new members to our community to managing documentation and guiding investors through the fund subscription process.
The team’s commitment to detail is encapsulated in their White Glove Service. This service includes availability across multiple communication channels and support in various languages while quickly tackling challenges using historical data.
“Responsiveness is crucial. We reply in live chats in under 2 minutes during our opening hours,” they point out. In the past year, for instance, the team managed to reduce the response time for email correspondence to under one hour during working hours. “We’re dedicated to mitigating uncertainties and keeping investors well-informed.”
We recently sat down with some of the team members to learn more about their work. Here's a look behind the scenes into their day-to-day activities.
In the last 2.5 years, I have been part of the customer success team, and it has been quite a journey. I have built great relationships with some of our top investors. These connections have not only helped our business but also deepened my understanding of our stakeholders' values and vision.
As a dedicated member of Moonfare's Customer Success Team, my pride lies in closely supporting our investors on their journey with us. I was thrilled to implement the Chatbot Luna. It guides you to information, schedules calls with experts, explores private equity insights and highlights details about Moonfare.
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I love our personalised welcome for our new clients! In the US, when someone signs up, our CS team gives them a friendly call to say hi, answer questions and get them started. This personal touch is appreciated, as our clients value having a personal point of contact during their initial experience.
I am the first CS member in Asia. It's been thrilling to witness our Cross-Regional Live Service expanding worldwide. Throughout my career, I've exclusively catered to APAC clients, so it's quite remarkable to now assist investors in Europe and the USA right from Singapore. It truly reflects Moonfare's growth and our commitment to becoming a global leader in the private markets arena.
Helping out our investors with their questions or unique situations on our platform has been incredibly rewarding. Seeing the investor's happiness and knowing I could make things right brings me a lot of joy.
At Moonfare, we also give the possibility to our investors to move their investment from one limited partner to another one. It's something our investors often ask for and we're dedicated to making the process as seamless as possible. The progress we've made with the transfer procedure has been quite satisfying.
One of the positive things about being part of the Customer Success team is dealing with all sorts of different challenges every day. I am fascinated to get to connect with people from all over the world, both personally and professionally.
Being part of the Moonfare Customer Success Team has been really fulfilling. I love helping out customers. There was one moment when an investor had questions about our ID verification process. I made sure everything went smoothly for them, and we ended up having a nice chat. These interactions show how important it is to give Moonfare investors top-notch support.
Important notice: This content is for informational purposes only. Moonfare does not provide investment advice. You should not construe any information or other material provided as legal, tax, investment, financial, or other advice. If you are unsure about anything, you should seek financial advice from an authorised advisor. Past performance is not a reliable guide to future returns. Don’t invest unless you’re prepared to lose all the money you invest. Private equity is a high-risk investment and you are unlikely to be protected if something goes wrong. Subject to eligibility. Please see https://www.moonfare.com/disclaimers.
Benefit from what institutional investors already know: the greatest shareholder value comes from private markets, and funds like those offered on Moonfare have generated an average IRR of 19% — outperforming the S&P 500 by 13%.*
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* Past performance is no guarantee of future returns.
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