zeddlepplin

Assisted in the development of rulebooks and internal policies, including operational procedures, AML/CFT compliance guidelines, and technical rulebooks to support regulatory readiness. Translated business objectives and regulatory requirements into structured product requirements and technical deliverables for the development team. Worked closely with compliance and operations teams to understand regulatory workflows and convert them into clear product specifications and operational system logic. Collaborated with the CTO and engineering team using Agile methodologies, breaking down compliance requirements and operational processes into sprint-ready product tasks. Defined and documented product requirements, use cases, and feature specifications to guide the development of the regulated crypto exchange platform. Analyzed existing user flows and identified UX optimization opportunities, proposing improvements to simplify user journeys and enhance platform usability. Ensured alignment between product design, regulatory compliance, and technical feasibility to support the development of a compliant digital asset exchange. Coordinated cross-team communication between product, compliance, operations, and engineering teams to ensure smooth product delivery and operational readiness. Led & communicated product integration planning for key infrastructure vendors including Sumsub (KYC & transaction monitoring), Fasspay (Visa & DuitNow payment integration), Twilio (SMS verification), AWS SES (email verification), and Fireblocks (wallet infrastructure).

Led technical operations and product execution for a Web3 SocialFi ecosystem, including NFT marketplace, crypto portfolio tracking, NFT-generated avatars, tokenized brand systems, and Web3 utilities. Translated business objectives into clear technical requirements and deliverables, bridging communication between business stakeholders and engineering teams. Collaborated with the CTO and Project Manager to implement Agile development methodologies, defining sprint structures, task breakdown frameworks, and delivery timelines. Coordinated a cross-functional technical team of ~40 members across Malaysia, India, China, and Turkey, including QA engineers, frontend/backend developers, DevOps, and product leadership. Established workflows to identify sprint bottlenecks, resolve technical blockers, and ensure consistent progress toward product milestones. Oversaw the strategic pivot of the platform in 2024 toward an AR-NFT SocialFi application, transforming NFTs into 3D digital identities and face filters for social content creation. Defined business requirements and feature feasibility for the AR-NFT product and translated them into structured product documentation for development teams. Identified and evaluated external vendors capable of delivering AR-based features and integrations, ensuring technical alignment with product requirements. Worked closely with a dedicated team of 8 developers to execute the product roadmap and successfully deliver the AR-NFT application. Ensured alignment between product strategy, technical feasibility, and operational execution to support continuous development and platform evolution.

Managed live chat support, assisting users with account access, transaction issues, and platform navigation across both English and Mandarin-speaking customers. Resolved user issues by coordinating with internal administrators, ensuring timely problem resolution and improved user satisfaction. Acted as a communication bridge between end users and operations teams, helping to streamline issue escalation and maintain efficient customer support workflows. Supported product quality assurance efforts by testing platform features and documenting reproducible bug reports. Reported and communicated technical issues directly with outsourced developers in China (Mandarin), enabling faster debugging cycles and product improvements. Contributed to smoother platform operations by identifying recurring user issues and providing feedback that helped improve system reliability and internal processes. Assisted with offline user support during company-hosted events, managing help desk inquiries, guiding new users through account registration, and supporting onboarding to increase platform adoption.