About Us

An award-winning Fintech organisation with a dedicated team of 500+ professionals across the globe. With more than 15 offices across the world, we are a people centric company which prides itself on being Product oriented for customer success. As we continue the journey of scaling up our business, we are passionate about expanding our multicultural and diverse workforce.

We can offer excellent opportunities to develop your career path and provide you with the tools and support to be successful in your journey with us.

Zeal group of companies (collectively Zeal Group) is a business portfolio comprising regulated financial institutions (trading as ZFX) and fintech companies specializing in multi-asset liquidity solutions in regulated markets backed by proprietary technology, with a presence in all major global locations.

What You'll Be Doing

The Customer Service Product Lead will be responsible for developing and implementing product strategies for online customer service, AI-driven customer support, and innovative customer service solutions. This role requires a deep understanding of customer needs and the ability to leverage technology to enhance service delivery.

Product Design and Planning

• Develop and oversee the strategy, roadmap, and iteration plans for customer service products, ensuring alignment with customer needs and market trends.
• Design comprehensive product solutions that incorporate online customer service, AI support, and innovative service features.
• Ensure product design includes a variety of functionalities to improve user engagement and satisfaction.

Market Analysis and User Insights

• Conduct market research to analyze customer needs and competitive landscapes, supporting informed product decisions.
• Utilize data analysis tools to monitor product performance and customer satisfaction, suggesting improvements based on insights.

User Experience and Operational Efficiency

• Responsible for the overall user experience of customer service products, ensuring they are intuitive, efficient, and effective.
• Optimize operational processes for customer service solutions, covering all aspects from user acquisition to service resolution.

Collaboration with Development Team for Product Delivery

• Work closely with the technical team to ensure the timely delivery of customer service products based on market demands.
• Coordinate with the development team throughout the product lifecycle to address technical challenges and adapt to changing requirements.

Requirements

What you'll need

• Over 5 years of product management experience, focusing on customer service solutions and technologies.
• Proven track record in developing and implementing online and AI-driven customer service products.
• Must be familiar with online customer service platforms and AI customer support tools.
• Strong background in customer experience design, with the ability to create solutions that enhance user satisfaction.
• Excellent grasp of product design principles, including user experience, features, and system architecture.
• Strong project management skills to oversee the entire product development process from concept to launch.
• Proficient in Chinese and English, with excellent written and verbal communication skills.
• Innovative thinker capable of identifying market opportunities and proposing effective customer service solutions.
• Ability to work in a fast-paced, collaborative environment and adapt to changing market and business needs.