End-to-End Product Ownership:
Design and optimize SASS customer service solutions (e.g., intelligent chatbots, voice response systems) for internet banking platforms.
Define product roadmap for customer support tools, focusing on efficiency and user satisfaction metrics
Cross-Functional Collaboration:
Bridge technical (R&D/AI teams) and operational (customer support centers) requirements for seamless implementation.
Requirements
Experience:
1-3 years in fintech/digital SASS product management, with focus on customer service systems.
Hard Skills:
Proficiency in prototyping (Figma/Axure) and PRD documentation for complex workflows.
Understanding of contact center technologies (IVR, CTI) and API integrations.
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Responsibilities
Data-Driven Optimization:
Analyze user feedback and behavior data to refine self-service features and reduce human-agent dependency.
Monitor key performance indicators (KPIs) such as first-call resolution rate and average handling time.
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