Develop systems and features to help Customer Service function in contact rate reduction, service efficiency improvement, and service quality management (e.g. customer service performance dashboard, chat solution)
Actively engage with business owners to understand business goals and feature requirements
Understand business scenarios and pain points in customer service functions, organize business objectives and requirements into Business Requirement Documents (BRD)
Manage product specs creation process and obtain sign-off from key stakeholders. Ensure the comprehensive and accurate information flow across business side, product management teams, designers, and engineering teams.
Manage complex, cross-functional products and oversee the solution delivery process (requirement gathering, development, UAT, Go Live). Make sure the solution delivered solves business problems and meets the timeline.
Bachelor’s Degree or above, from a reputable educational institution
Fresh Graduates and experienced hires are welcomed
Excellent communication, analytical, logical thinking, problem-solving, and writing skills
Ability to deep dive into business scenarios and understand real pain points faced by business and users
Ability to think through all possible and edge scenarios when designing solutions, and discuss with Business/Tech team on treatment of edge cases
Ability to collaborate with multiple stakeholders and manage timelines and priorities effectively
Experiences in Customer Service function, CRM systems, or Product Management is a plus
Ability to speak and work in Chinese to effectively communicate with counterparts in China office is a plus