• Product Planning & Lifecycle Management: Responsible for the end-to-end product lifecycle of Customer Service (CS) management systems, specifically focusing on Quality Assurance (QA), Performance Management, Learning & Training systems, and Notification Centers.
• Multi-Channel Support Optimization: Maintain and enhance multi-channel service tools (Ticketing System, Email, Whistleblowing, Outbound), ensuring stability and operational efficiency for global CS teams.
• Efficiency & Intelligence: Leverage AI and automation to upgrade traditional management workflows. Examples include AI-assisted QA scoring, automated performance reporting, and smart task distribution.
• Stakeholder Collaboration: Partner closely with CS Management, QA, Training, and Compliance teams to identify operational bottlenecks and translate complex business requirements into scalable product solutions.
• Data-Driven Iteration: Monitor key usage metrics of internal tools (e.g., system adoption rate, processing time) and utilize data insights to drive continuous product optimization and reduce administrative overhead.

• Bachelor’s degree or above; 3-5 years of product management experience, preferably in CRM, SaaS, B2B internal tools, or Contact Center systems.
• Domain Knowledge: Familiarity with CS operations workflows (QA, Training, Performance) or ticketing systems (e.g., Zendesk, Salesforce) is a strong plus.
• Logical & System Thinking: Strong ability to design complex workflows and permission systems. Capable of handling intricate logic behind backend management consoles.
• Communication: Excellent communication skills to align with multiple internal stakeholders (Operations, Legal, Compliance, Dev) in a fast-paced global environment.
• Data & AI Sensitivity: Proficiency in data analysis and a good understanding of how to apply LLM/AI to internal operational scenarios.

• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)