Product Manager (Fintech)

TL;DR

Product Manager (Fintech): Owning the product strategy and execution for the Customer Support domain with an accent on CRM development, AI-driven automation, and CS performance metrics. Focus on improving the end-to-end client experience, optimizing chatbot/ML tool roadmaps, and enhancing key operational metrics like CSAT and FRT.

Location: Based in Malaysia (Full relocation support provided)

Company

A leading global trading broker reimagining the trading experience for millions of clients worldwide.

What you will do

• Define and own the product roadmap and vision for all Customer Support products.
• Lead CRM product development, covering requirements, delivery, and continuous improvement.
• Manage roadmaps for Chatbots and ML translation tools, coordinating with engineering for delivery.
• Analyze domain analytics and dashboards to track contact drivers and channel performance.
• Optimize key metrics including FRT, case resolution rate, CSAT, and post-contact retention.
• Collaborate with a cross-functional team of LLM engineers, backend developers, QAs, and BSAs.

Requirements

• 3 to 5 years of product management experience.
• Background in customer support or contact center operations, including SLAs and escalation flows.
• Strong analytical skills with proficiency in SQL and BI tools.
• Experience with A/B testing, customer interviews, and UX testing.
• Clear written and verbal communication in English.
• Hands-on experience with AI/LLM stacks, including prompt engineering and performance assessment using SQL/pandas.

Nice to have

• Industry background in financial services, fintech, or trading.
• Familiarity with no-code/low-code tools or general programming experience.

Culture & Benefits

• Full relocation support for employees and their families, including flights, housing, and visas.
• Comprehensive health, dental, vision, and life insurance with full family coverage.
• Unlimited learning opportunities, including external courses and English lessons.
• Education allowance covering school and kindergarten fees.
• 21 working days of annual leave, plus public holidays and paid sick/maternity/paternity leave.
• Employee share scheme and diverse appreciation programs.

Hiring process

• Introductory call with a Recruiter.
• English proficiency check (if required).
• Technical interview.
• Team interview.