Intelligent Customer Service Product Manager 智能客服产品经理 Full Time

About us

Bitget is one of the world’s leading digital assets ecosystems. With over 120 million registered users, Bitget has one of the most comprehensive suites of blockchain products and services available via bitget.com.

Our mission is to support the growth of the digital assets industry and we believe it represents the future of finance. What we do empowers the future of finance by ensuring secure, efficient and smart digital transactions.

We are one of the fastest growing companies in the digital asset sector. If you are looking for cutting-edge work, where you will have opportunities to develop your career among peers who are experts in their field, and you believe in the future of digital currency, then look no further than Bitget!

What you’ll do

Product full-process planning and design: Lead the strategic planning and roadmap formulation of customer service workbench products, deeply analyze business needs and user pain points, and combine industry trends to design forward-looking and innovative product solutions. For example, accurately identify the tedious links in customer service in multi-channel information processing and plan a one-stop integrated solution.
Intelligent strategy formulation and implementation: Use AI, big data and other technologies to promote the intelligent upgrade of customer service products. Introduce cutting-edge technologies such as seat intelligent assistance to promote the intelligent upgrade of customer service work. Through accurate user portraits and scenario analysis, formulate targeted intelligent application solutions to improve customer service work efficiency and quality.
Cross-departmental collaboration and project promotion: Work closely with R&D, operations, and customer service teams. Provide clear product requirements documents to the R&D team to help them understand product goals; communicate with the operations team to optimize product functions based on operational data; collect feedback from the customer service team to continuously improve product experience.
Data analysis and optimization: Establish an effective product data monitoring system, deeply analyze user behavior data and business data, and iterate and optimize products based on data insights. For example, by analyzing the customer service operation log, functional usage bottlenecks can be found and the operation process can be optimized in a targeted manner.

What you’ll need

Professional background: Bachelor degree or above, computer science, software engineering, marketing or related majors are preferred.
Work experience: More than 3 years of product management experience, of which at least 1 year is focused on the customer service product field, and has rich experience in the intelligent implementation of customer service products. Those who have led projects such as the construction of intelligent customer service systems and the development of intelligent auxiliary tools are preferred.
Skill requirements: Proficient in using product design tools such as Axure and Sketch, proficient in data analysis tools (such as SQL and Excel advanced functions), have good technical understanding, and can effectively communicate with the technical team on technical feasibility and implementation plans.
Ability and quality: Have keen user insight, excellent problem solving and decision-making ability. When faced with complex problems, you can quickly sort out your thoughts and make reasonable decisions. Have excellent teamwork and communication skills, and be able to coordinate resources from all parties to promote product implementation.
Industry awareness: Have a keen insight into the development trends and technical applications of the customer service industry, understand the mainstream customer service products and solutions in the industry, and be familiar with the application scenarios of intelligent technology in the customer service field.
Other characteristics: Have strong problem-solving ability and innovation awareness, be able to quickly respond to challenges in a complex and changing business environment, and propose innovative solutions. Be passionate about work, have a strong sense of responsibility, pay attention to details, and pursue excellence.

岗位职责：

产品全流程规划与设计：主导客服工作台产品的战略规划与路线图制定，深入分析业务需求与用户痛点，结合行业趋势，设计出具有前瞻性与创新性的产品方案。比如，精准识别客服在多渠道信息处理中的繁琐环节，规划出一站式集成解决方案。
智能化策略制定与实施：利用AI、大数据等技术，推动客服产品智能化升级。引入如坐席智能辅助等前沿技术，推动客服工作的智能化升级。通过精准的用户画像与场景分析，制定针对性的智能化应用方案，提升客服工作效率与质量。
跨部门协作与项目推进：与研发、运营、客服团队紧密合作。为研发团队提供清晰的产品需求文档，协助其理解产品目标；与运营团队沟通，依据运营数据优化产品功能；收集客服团队反馈，持续改进产品体验。
数据分析和优化：建立有效的产品数据监测体系，深度分析用户行为数据、业务数据，依据数据洞察进行产品迭代优化。例如，通过分析客服操作日志，发现功能使用瓶颈，针对性地优化操作流程。

任职要求：

专业背景：本科及以上学历，计算机科学、软件工程、市场营销或相关专业优先。
工作经验：3年以上产品管理经验，其中至少1年专注于客服产品领域，有丰富的客服产品智能化落地经验。曾主导过智能客服系统搭建、智能辅助工具开发等项目者优先。
技能要求：熟练使用Axure、Sketch等产品设计工具，精通数据分析工具（如SQL、Excel高级功能），具备良好的技术理解能力，能与技术团队有效沟通技术可行性与实现方案。
能力素质：拥有敏锐的用户洞察力，出色的问题解决与决策能力。在面对复杂问题时，能迅速理清思路，做出合理决策。具备优秀的团队协作与沟通能力，能够协调各方资源推动产品落地。
行业认知：对客服行业的发展趋势和技术应用有敏锐的洞察力，了解行业内主流的客服产品和解决方案，熟悉智能化技术在客服领域的应用场景 。
其他特质：具备较强的问题解决能力和创新意识，能够在复杂多变的业务环境中迅速应对挑战，提出创新性的解决方案。对工作充满热情，有强烈的责任心，注重细节，追求卓越。

Why Bitget?

Bitget is the world’s leading web 3 platform for copy trading and one of the world’s largest and most respected exchanges
We are a global company with staff members from over 50 different countries and regions
We are growing and looking for world-class ambitious talents to help us continue this journey
We have a streamlined structure that empowers employees to work efficiently, delivering the best results in a short timeframe
We offer competitive salaries and benefits
Blockchain technology and digital assets have the potential to change finance in a way no other technology can – be part of it!

If you are ambitious and believe that digital assets could be the next financial and technological revolution, please apply!

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