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Join Wallet as a Product Manager for Customer Support, focusing on improving internal tools and customer experience while optimizing operational efficiency.
Join Wallet as a Product Manager for Customer Support, focusing on improving internal tools and customer experience while optimizing operational efficiency.
Responsibilities
- Own and develop internal Customer Support tools, agent workflows, and customer-facing support experience.
- Lead operational efficiency initiatives to reduce cost per ticket, manual workload, and operational complexity without compromising speed, resolution quality, or CSAT.
- Identify improvement opportunities using support metrics, user feedback, contact reasons, agent insights, and ticket analysis.
- Automate manual support processes and implement AI-based solutions for self-service, ticket classification, routing, agent assistance, and repetitive case resolution.
- Translate recurring support issues into product improvements, automation opportunities, and operational process changes.
- Optimize end-to-end support journeys for both customers and agents, including self-service, AI bot flows, human handoff, and resolution.
- Work with cross-functional product, compliance, and operations teams to reduce contact rate by identifying and fixing root causes of support requests.
- Manage backlog, discovery, delivery, and product launches.
- Track and improve key support metrics: CSAT, ART, TTR, SLA, fallback rate, contact rate, automation rate, and cost per ticket.
Requirements
- 3+ years of experience as a Product Manager.
- Experience in Customer Support, support tooling, service operations, or customer experience optimization.
- Strong product discovery and prioritization skills, data-driven mindset.
- Proven impact in optimizing operational processes, with measurable results in efficiency, cost reduction, automation, speed, or quality.
- Experience working cross-functionally with multiple stakeholders.
- Experience with automation, AI tools, self-service products, or agent-assist solutions.
- Solid understanding of end-to-end support operations, including ticket lifecycle, routing, escalation, SLA management, quality control, and workforce/process constraints.
- Basic understanding of crypto / blockchain (hands-on experience is a plus).
3 DeFi teams messaged me in 5 days
AI profile matched me perfectly
2 interviews in my first week
Hired in 9 days, no cold apps
Best web3 board, period
3 DeFi teams messaged me in 5 days
AI profile matched me perfectly
2 interviews in my first week
Hired in 9 days, no cold apps
Best web3 board, period
CV to offer in 11 days
DAO found me, not the other way
Passive search actually works here
Got 5 messages in first week
Only board I recommend now
CV to offer in 11 days
DAO found me, not the other way
Passive search actually works here
Got 5 messages in first week
Only board I recommend now
