Product Specialist Customer Support Solutions
2 days ago
PalmPay is a leading neobank and fintech platform scaling financial inclusion across emerging markets. With over 40 million users, we're building a digital financial ecosystem that empowers individuals and businesses through accessible, easy-to-use, and rewarding financial services.
Operating in Nigeria, Ghana, Tanzania, and Bangladesh, PalmPay has been recognized by CNBC as one of the Top 300 Global Fintech Companies and ranked #2 overall and #1 in financial services on the Financial Times' Africa's Fastest Growing Companies 2025 list.
Position OverviewWe are seeking a proactive and data-driven Product Specialist Customer Support Solutions to enhance our AI-driven customer support ecosystem in Bangladesh. This role will lead the optimization of customer service platforms—combining product ownership, data analytics, and cross-department collaboration—to deliver efficient, user-centric support experiences. The ideal candidate will have a background in fintech, digital products, or AI-based support solutions, and will work closely with both technical and operational teams.
Key Responsibilities 1. End-to-End Product Ownership-
Design and optimize AI-driven customer service solutions, including chatbots and voice response systems for internet banking and payment platforms.
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Define and maintain the product roadmap for customer support tools, focusing on improving efficiency and user satisfaction.
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Oversee system enhancements to ensure stability, speed, and accuracy in issue resolution.
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Serve as a key bridge between technical teams (R&D/AI) and operations teams (customer support centers and hotline suppliers).
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Coordinate implementation plans, ensuring seamless communication and system integration.
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Support the rollout of new support technologies, tools, and policies across all service channels.
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Analyze user feedback and behavioral data to refine self-service features and reduce reliance on manual intervention.
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Monitor and improve key performance indicators (KPIs) such as first-call resolution rate, average handling time, and chatbot accuracy.
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Identify process inefficiencies and recommend strategic improvements for customer satisfaction.
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2–4 years of experience in fintech, telecom, or digital product management, focusing on inbound and outbound customer service systems.
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Proven experience in AI-powered customer support tools, such as NLP chatbots, sentiment analysis, or automation platforms.
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Proficiency in prototyping tools (Figma, Axure) and PRD documentation for complex workflows.
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Understanding of contact center technologies (IVR, CTI), CRM systems, and API integrations.
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Data analysis proficiency to derive actionable insights from service metrics and customer feedback.
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Strong analytical and problem-solving abilities.
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Excellent communication and collaboration skills.
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Proactive mindset with a passion for improving customer experience through technology.
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Competitive salary with annual performance review.
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Festival bonuses and mobile/internet allowance.
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Opportunity to grow within a high-impact, fast-paced global fintech environment.
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Dhaka, Dhaka, Bangladesh PALMPAY LIMITED Full time ৳900,000 - ৳1,200,000 per yearAbout PalmPayPalmPay is a leading neobank and fintech platform scaling financial inclusion across emerging markets. With over 40 million users, we're building a digital financial ecosystem that empowers individuals and businesses through accessible, easy-to-use, and rewarding financial services.Operating in Nigeria, Ghana, Tanzania, and Bangladesh, PalmPay...
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