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Wallet
5 months ago
63,000 – 102,000 USD
per year
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Grade
Middle
Experience
from 3 years
Work Format
Remote
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Company: Wallet Salary: $63k - $102k estimated 🔹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).
