Product manager, customer service

2 weeks ago

Central And Western District, Hong Kong SAR China OSL Full time

We are seeking an experienced Customer Service Product Manager to enhance our customer service systems. This role will focus on optimizing chatbot functionalities, streamlining backend query handling, and improving case management processes to deliver an exceptional customer experience. Key Responsibilities Develop and maintain the product roadmap for customer service tools, including chatbots, ticketing systems, and backend infrastructure. Define the vision for improving the customer support experience, aiming for seamless integration across channels (e.g., chat, email, social media) and reducing response times. Work closely with the engineering and data science teams to enhance chatbot capabilities, focusing on natural language processing (NLP), automated workflows, and integration with backend systems. Oversee case management for issues such as deposit/withdrawal discrepancies, KYC updates/appeals, data exports, GA recovery, and account closures. Plan and enhance ticket distribution systems (Salesforce) for future implementation. Requirements At least 3+ years of experience in product management, with a strong focus on customer service tools and technologies (chatbots, ticketing systems, CRM tools, etc.), ideally in the crypto, e-commerce or internet services. Hands-on experience optimizing customer support automation, including AI-driven chatbots and self-service capabilities. Experience with chatbot technologies and AI platforms, including NLP and ML capabilities. Ability to identify inefficiencies and implement process improvements in both frontend (customer-facing) and backend (support) systems. Benefits Work in a fully regulated exchange, offering enhanced legal protection and stability in an industry that is rapidly evolving. Be part of a well-recognized, licensed platform, boosting your credibility and professional reputation in the crypto and financial industries. Opportunity to grow within a fast-paced, high-growth environment with significant career advancement prospects. Seniority level Mid-Senior level Employment type Full-time Job function Product Management and Marketing#J-18808-Ljbffr

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