Business Support Specialist acting as a key coordinator for sales teams at Solenis. Supporting commercial initiatives and ensuring effective sales processes.
About the role
- Customer Service Product Manager at Uphold managing customer service interactions and tools. Leading initiatives for operational efficiency in a hybrid fintech environment.
Responsibilities
- Own the Customer Service Product Portfolio: Manage all customer-facing support channels including chat, voice, in-app, and support ticket system (Zendesk), ensuring seamless integration and user-friendly experiences
- Drive Efficiency & Automation: Identify opportunities to reduce response times, eliminate manual processes, and implement automation and AI solutions that empower the Customer Service team to work more effectively
- Develop Product Strategy: Create and execute a roadmap for customer service experiences that aligns with company goals and customer expectations
- Stakeholder Management: Work closely with Customer Service leadership, Engineering teams, and other internal stakeholders to understand pain points, gather requirements, and prioritize initiatives
- Data-Driven Decision Making: Analyze customer service metrics (resolution time, CSAT, ticket volume, response times) to identify trends and opportunities for improvement
- Integration & Tool Management: Oversee the integration of customer service tools with internal systems and platforms, ensuring smooth data flow and operational efficiency
- Process Optimization: Lead initiatives to redesign customer service workflows, implement best practices, and scale support operations efficiently
- Cross-functional Collaboration: Partner with Product, Engineering, Design, and Operations to deliver solutions that improve both customer experience and operational efficiency
- Engineering Team Leadership: Inspire an engineering team by setting clear goals, removing blockers, and driving delivery
- Priority Setting & Planning: Define priorities, balance technical and product trade-offs, and maintain an execution-focused roadmap with Engineering
- Backlog & Delivery Management: Write clear user stories (acceptance criteria, requirements, dependencies), manage the backlog, and run with the tech lead delivery rituals (grooming, planning, reviews)
- Execution Accountability: Track progress, manage scope, and ensure high-quality releases through testing, rollout planning, and post-launch follow-up
Requirements
- 2-4 years of product management experience with a focus on operations, support, or customer-facing products
- Proven track record managing complex, multi-stakeholder projects in SaaS or fintech environments
- Strong understanding of customer service operations, support tools, and CRM systems (Zendesk experience a plus)
- Experience with automation tools, workflow optimization, and AI/ML applications (e.g., chatbots, intelligent routing)
- Excellent communication and stakeholder management skills
- Data-driven mindset with proficiency in analyzing metrics and translating insights into action
- Ability to balance quick wins with long-term strategic initiatives
- Strong problem-solving skills and comfort navigating ambiguity
- Expertise using generative AI and LLMs to increase productivity (including creating live applications)
Benefits
- Flexibility: Hybrid work arrangement with our New York office, providing flexibility while maintaining team connectivity
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