Job details

Product Manager, Customer Service

We are seeking an experience 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.

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.

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.

Average salary estimate

$100000 / YEARLY (est.)

min

max

$80000K

$120000K

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What You Should Know About Product Manager, Customer Service, OSL

Are you a passionate Product Manager looking to make a mark in the customer service space? Join our dynamic team as a Product Manager, Customer Service! In this role, you'll be entrusted with enhancing our customer service systems to deliver an outstanding experience to our users. You'll dive into optimizing our chatbot functionalities and streamline backend query handling while improving our case management processes. You’ll have the opportunity to develop and maintain the product roadmap for cutting-edge customer service tools, like chatbots and ticketing systems. Collaborating closely with engineering and data science teams, you'll elevate our chatbot capabilities with a focus on natural language processing (NLP) and automated workflows. We’re looking for someone with a strong background in customer service tools, preferably in sectors like crypto or e-commerce. Your hands-on experience with AI-driven chatbots will be vital as you identify inefficiencies and propose process improvements. This is an exciting chance to work in a regulated exchange environment, gaining credibility and recognition within the rapidly evolving crypto and financial industries. Not only will you be able to shape the customer support experience, but you'll also enjoy significant opportunities for career advancement in this fast-paced, high-growth setting. If you're ready to take your career to the next level, we want to hear from you!

Frequently Asked Questions (FAQs) for Product Manager, Customer Service Role at OSL

What are the primary responsibilities of a Product Manager, Customer Service at our company?

As a Product Manager, Customer Service at our company, your primary responsibilities include developing the product roadmap for tools like chatbots and ticketing systems, improving customer support experience, and overseeing case management issues. You'll also work closely with engineering and data science teams to enhance the chatbot functionalities and optimize backend processes.