Product Specialist, Customer Service at PalmPay

Core Responsibilities‌

End-to-End Product Ownership‌

• Design and optimize SASS customer service solutions (e.g., intelligent chatbots, voice response systems) for internet banking platforms.
• Define product roadmap for customer support tools, focusing on efficiency and user satisfaction metrics

Cross-Functional Collaboration‌

• Bridge technical (R&D/AI teams) and operational (customer support centers) requirements for seamless implementation.

Data-Driven Optimization‌

• Analyze user feedback and behavior data to refine self-service features and reduce human-agent dependency.
• Monitor key performance indicators (KPIs) such as first-call resolution rate and average handling time.

‌Qualifications & Skills‌

Experience‌

• 1-3 years in fintech/digital SASS product management, with focus on customer service systems.

Hard Skills‌

• Proficiency in prototyping (Figma/Axure) and PRD documentation for complex workflows.
• Understanding of contact center technologies (IVR, CTI) and API integrations.