Role Overview
We are looking for a strategic and execution-focused Product Manager – Support Operations to build, own, and scale the systems, tools, and processes that power support across the entire organization. This role will not handle support tickets but will own the support infrastructure and workflows that make agents efficient, ensure compliance, enhance user satisfaction, and enable the company to scale.
You will work closely with support agents, risk, compliance, finance, product, and tech to create a robust, intelligent, and tech-driven support backend
Systems & Workflow Design
Own the end-to-end support infrastructure, including ticketing platforms , scalation flows, SLAs, and resolution paths.
Design and implement internal workflows for different types of queries (trading issues, KYC, bank transfers, security, etc.).
Ensure every department (support, compliance, risk, finance, trading ops) is mapped into the resolution flow.
Automation & Tooling
Identify areas for automation — including ticket classification, response templates, help center surfacing, and chatbots.
Build internal tools or dashboards (working with engineering/product) that reduce manual work and improve resolution time.
Integrate key support systems with CRM, analytics, KYC tools, and internal admin panels.
Analytics & Reporting
Define and track key metrics: First Response Time, Resolution Time, SLA breach %, CSAT, Volume by Type, etc.
Build dashboards and reporting cadences for leadership.
Use insights to identify high-volume, high-friction areas and drive systemic fixes.
Cross-Functional Leadership
Be the voice of support operations in cross-functional meetings with product, tech, compliance, finance, and risk.
Ensure support readiness for all new product/feature launches.
Drive regular reviews on support escalations and systemic failures with relevant stakeholders.
Documentation & SOP Management
Maintain and enforce org-wide SOPs for issue handling and escalation.
Own the internal knowledge base and agent training playbooks.
- 4–7 years of experience in support operations, product management, or business operations — preferably in fintech, broking, or crypto.
- Experience owning or deeply working with tools like Zendesk, Freshdesk, or similar.
- Strong analytical and problem-solving skills; experience with dashboards and SQL is a plus.
- Ability to work with technical teams on integrations, APIs, and internal tools.
- Exceptional stakeholder management — must be able to work with multiple teams and drive clarity.
- Structured thinker with a process-first mindset.
- Strong written communication and documentation skills.
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