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Senior Product Manager, Customer Service Platform

OKX

OKX

This job is no longer accepting applications

See open jobs at OKX.
Product, Customer Service
Singapore
Posted on Tuesday, December 12, 2023

Who We Are

At OKX, we believe our future is reshaped with technology. As one of the world's leading cryptocurrency spot and derivatives exchanges, OKX uses innovative blockchain technology to redefine the financial ecosystem. With millions of global users and an array of diverse and sophisticated products, solutions, and trading tools, we strive to empower everyone to explore the world of crypto.

About The Team:
Customer Genius is one of the core departments in OKX and responsible for Customer Service Products, such as Help Centre, Knowledge Base, Chatbot, Customer Service Console, also including IM platform, Rating/Feedback system and so on. We are committed to building Global Customer Center through intelligent services and human services to serve customers when they meet problems, and eventually promote the global growth and reputation of OKX.
What You'll Be Doing:
  • Lead strategic planning including identification of product strategy, metrices, roadmap plans, prioritisation of product backlogs for different local markets.
  • Responsible for local market product functionalities including Help Center, Chatbot, IM, Customer Knowledge Base, Customer Service Console.
  • Define high value client servicing operating model and translate into product capabilities.
  • Collaborate cross-functionally and engage business stakeholders in different local markets to define & develop customer experience journeys for all customer service related products and drive customer satisfaction.
  • Monitor and optimise chatbot performance across all key metrics, ensuring data-led and insights driven action plans are derived from analytics & research.
What We Look For In You:
  • Successful proven track record as a Product Manager, with at least 3 years experience in related products such as Chatbot, Help Center, Live Chat, Messaging system.
  • Strong understanding of dynamics between product, design, engineering and customer service.
  • Experience in launching products in different market regions (APAC/EMEA/ NA).
  • Ability to work in a fast-paced environment with minimum supervision.
  • Ability to travel occasionally for business needs to understand different local markets and support product launches.
Nice To Have:
  • Familiarity with blockchain and cryptocurrency exchanges.
  • Experience in High Value Client / VIP Servicing Model.
  • Generative AI domain knowledge (ChatGPT, Large Language Model)
  • Familiar with dashboard & analytical tools such as MS Power BI & Amplitude
Perks & Benefits:
  • Competitive total compensation.
  • Comprehensive insurance coverage for employees and their dependents.
  • More benefits to be revealed throughout the process!

This job is no longer accepting applications

See open jobs at OKX.