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.