🛠 Tech Stack

💼 About This Role

You'll lead the product lifecycle of CS management systems, including QA, performance, and training tools. Your core impact is leveraging AI and automation to upgrade traditional workflows like QA scoring and task distribution. You'll collaborate with global stakeholders to drive data-driven iteration and reduce administrative overhead.

🎯 What You'll Do

• Manage end-to-end product lifecycle for CS systems (QA, Performance, Learning, Notifications).
• Maintain and optimize multi-channel service tools (Ticketing, Email, Whistleblowing, Outbound).
• Leverage AI and automation to upgrade workflows like QA scoring and reporting.
• Collaborate with CS Management, QA, Training, and Compliance to translate business needs into product solutions.

📋 Requirements

• 3-5 years of product management experience in CRM, SaaS, B2B internal tools, or Contact Center systems.
• Familiarity with CS operations workflows (QA, Training, Performance) or ticketing systems like Zendesk, Salesforce.
• Strong ability to design complex workflows and permission systems for backend management consoles.
• Proficiency in data analysis and understanding of applying LLM/AI to operational scenarios.

✨ Nice to Have

• Experience with Zendesk or Salesforce.
• Domain knowledge in CS operations (QA, Training, Performance).