Customer Support Jobs in Web3

Wallet in Telegram is your gateway to the world of digital currencies, specially tailored for individuals in emerging markets. We understand the complexities and intimidation often associated with existing crypto solutions, which is why we've designed the Wallet to be the ultimate user-friendly platform for managing finances. No need to open a traditional bank account or wrestle with convoluted crypto exchanges and wallets.

Leveraging the power of advanced blockchain technology, Wallet delivers a seamless onboarding experience into the crypto ecosystem. It enables users to effortlessly store, send, and receive digital currencies, all via the familiar interface of Telegram. Managing your finances becomes as simple as sending a message.

At Wallet, we're committed to using technology to disrupt traditional banking systems, providing our customers with more flexible and inclusive financial services. Whether you're a crypto novice or seeking to simplify your digital finance experience, Wallet is crafted with your needs in mind.

We are seeking a Senior Product Manager. In this role, you will work on building the best customer support experience while ensuring that our Wallet adheres to regulatory requirements and mitigates risks associated with financial crimes. Your primary focus will be on the user’s perspective, ensuring that interactions with our service are smooth, efficient, and satisfying. You will enhance customer support operations, making sure that user inquiries are resolved promptly and effectively. This position requires direct engagement with our customer support team as well as close collaboration with compliance, legal, and back-office teams.

Responsibilities:

Product Development and Management:

• Decrease the number of customer support and compliance tickets by improving user interfaces and automation.
• Lead the development of customer support products, including automatic AI answers, FAQ and customer support Telegram bot development.
• Lead the development of compliance-related products, including anti-fraud, AML/KYC solutions, transaction monitoring systems, travel rule solutions, and implementation of solutions to risk profile and monitor users.
• Prioritize product features and enhancements based on user feedback, regulatoryrequirements, and market trends.
• Oversee the product lifecycle from concept to launch, ensuring timely delivery and adherence to quality standards.

Regulatory Compliance:

• Ensure all products comply with relevant fraud prevention policies and internal policies and procedures related to KYC, AML, CFT and sanctions evasion regulations.
• Keep abreast of changes in regulations applicable to crypto asset providers and crypto industry best practices, and update product features accordingly.
• Coordinate with legal and compliance teams to ensure products meet regulatory standards and provide necessary documentation for audits and regulatory reviews.
• Engage with regulators and industry bodies, to ensure product alignment with industry standards and expectations.

Requirements:

• A Bachelor's degree in Computer Science or a related field will be an advantage.
• Minimum of 3 years of experience in product management in customer support and compliance within the financial services or crypto asset industry.
• Strong understanding of AML/KYC regulations and compliance frameworks.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Relevant work experience in a top 10 crypto exchange will be an advantage.
• English at B2 level or above, Russian native speaker.

Why it is a fantastic opportunity:

• Our business is growing at an exponential scale.
• Work in a well-funded startup environment with unique growth opportunities and a chance to join a rapidly growing company with a unique product.
• Be based remotely.
• Participation in the performance review and bonus programme.
• Compensation for medical expenses.
• Provision of necessary equipment.
• Annual vacation of 20 working days plus 10 paid days off.
• 14 days of paid sick leave to support your health and recovery when needed.
• Access to internal English courses for continuous learning and improvement in language skills.