About the company
The 1st SFC-licensed and insured #DigitalAsset platform in HKšš° for professional & retail investors. Custody | Omnibus | RWA Tokenisation | Wealth Management
Job Summary
Key Responsibilities:
šDevelop and maintain the product roadmap for customer service tools, including chatbots, ticketing systems, and backend infrastructure. šDefine the vision for improving the customer support experience, aiming for seamless integration across channels (e.g., chat, email, social media) and reducing response times. šWork 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. šOversee case management for issues such as deposit/withdrawal discrepancies, KYC updates/appeals, data exports, GA recovery, and account closures. šPlan and enhance ticket distribution systems (Salesforce) for future implementation.
Requirements
šAt 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. šHands-on experience optimizing customer support automation, including AI-driven chatbots and self-service capabilities. šExperience with chatbot technologies and AI platforms, including NLP and ML capabilities. šAbility to identify inefficiencies and implement process improvements in both frontend (customer-facing) and backend (support) systems.