Sales Advisor assisting with customer expansion and contract sales. Supporting lead generation and customer relationship management while performing technical documentation reviews.
About the role
- Customer Service Product Manager at Uphold managing customer service interactions and tools. Leading initiatives for operational efficiency in a hybrid fintech environment.
Responsibilities
- Own the Customer Service Product Portfolio: Manage all customer-facing support channels including chat, voice, in-app, and support ticket system (Zendesk), ensuring seamless integration and user-friendly experiences
- Drive Efficiency & Automation: Identify opportunities to reduce response times, eliminate manual processes, and implement automation and AI solutions that empower the Customer Service team to work more effectively
- Develop Product Strategy: Create and execute a roadmap for customer service experiences that aligns with company goals and customer expectations
- Stakeholder Management: Work closely with Customer Service leadership, Engineering teams, and other internal stakeholders to understand pain points, gather requirements, and prioritize initiatives
- Data-Driven Decision Making: Analyze customer service metrics (resolution time, CSAT, ticket volume, response times) to identify trends and opportunities for improvement
- Integration & Tool Management: Oversee the integration of customer service tools with internal systems and platforms, ensuring smooth data flow and operational efficiency
- Process Optimization: Lead initiatives to redesign customer service workflows, implement best practices, and scale support operations efficiently
- Cross-functional Collaboration: Partner with Product, Engineering, Design, and Operations to deliver solutions that improve both customer experience and operational efficiency
- Engineering Team Leadership: Inspire an engineering team by setting clear goals, removing blockers, and driving delivery
- Priority Setting & Planning: Define priorities, balance technical and product trade-offs, and maintain an execution-focused roadmap with Engineering
- Backlog & Delivery Management: Write clear user stories (acceptance criteria, requirements, dependencies), manage the backlog, and run with the tech lead delivery rituals (grooming, planning, reviews)
- Execution Accountability: Track progress, manage scope, and ensure high-quality releases through testing, rollout planning, and post-launch follow-up
Requirements
- 2-4 years of product management experience with a focus on operations, support, or customer-facing products
- Proven track record managing complex, multi-stakeholder projects in SaaS or fintech environments
- Strong understanding of customer service operations, support tools, and CRM systems (Zendesk experience a plus)
- Experience with automation tools, workflow optimization, and AI/ML applications (e.g., chatbots, intelligent routing)
- Excellent communication and stakeholder management skills
- Data-driven mindset with proficiency in analyzing metrics and translating insights into action
- Ability to balance quick wins with long-term strategic initiatives
- Strong problem-solving skills and comfort navigating ambiguity
- Expertise using generative AI and LLMs to increase productivity (including creating live applications)
Benefits
- Flexibility: Hybrid work arrangement with our New York office, providing flexibility while maintaining team connectivity
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Team leader coaching and motivating customer service employees at Conduent. Ensuring operational results and fostering a positive environment in a growing organization.
Projectmanager Customer Service at Conduent Netherlands handling various internal and client - related projects. Focused on improving quality, planning, and seizing sales opportunities.
Customer Experience Manager overseeing teams and processes to enhance customer satisfaction at Conduent Netherlands. Driving daily operations and implementing improvement initiatives in the customer service sector.
Freelance evaluator assessing customer experiences for luxury automotive brands. Collaborating on flexible schedules with independent projects on automotive customer experiences.
Trading Support Specialist at a Fintech firm helping clients with trading issues and inquiries. Engaging in diverse customer interactions while enhancing financial product knowledge.
Junior Trading Support Specialist ensuring client satisfaction within a FinTech firm. Involve in assisting clients with trading tools and providing financial product explanations.
Application Support Specialist developing SQL solutions and collaborating with internal departments in Bulgarian energy market. Seeking motivated individuals for a dynamic role.
Customer Service Representative ensuring customer satisfaction by processing orders and handling inquiries. Collaborating with various departments to address issues and improve customer relations for Hanger's O&P services.
Providing technical customer service support for Compliance Solutions software via various channels. Assisting customers with inquiries, configuring software, and maintaining technical knowledge.