With over 2,100 employees of more than 100 nationalities, Exness is the place for global teamwork, incredible leadership, a learning culture, and constant development. Unlimited by time zones, Exnessians from around the world have worked seamlessly together since 2008 to provide our traders with the best possible trading experience.
Your role at Exness:
Lead the strategy and execution for a portfolio of AI/LLM-based products for automation of Customer support operations, including the main product - support chatbot for customers.
You will:
- Define AI/LLM automation strategy for Customer Support based on numbers and PnL.
- Ensure alignment between stakeholders in Support, Product/Technology, Marketing, and Commercial functions. Project management for cross-department initiatives.
- Ideate hypotheses and drive validation processes (customer interviews, UX tests, A/B tests).
- Work hand-to-hand with the Development Team Leader of a cross-function development team of LLM engineers, back-end developers, QAs, and BSA to ensure smooth product delivery.
- Track and grow key product and marketing measures and KPIs (Deflection rate, CSAT, etc).
What makes you a great fit:
- 5+ years of hands-on experience in product management.
- On-hands tech experience working with AI/LLM stack. You have proficiency in wiring LLM prompts, you can create simple POC in a Python notebook, and you can use SQL/pandas to assess the performance of automation.
- Experience working with Support teams, preferably on process automation.
- Experience in A/B testing (hypotheses ideation, design, implementation, control and analysis).
- Experience in customer interviews, surveys and UX testing.
- Advanced in verbal and written communication, upper-intermediate English (written and spoken).
- Relevant industry experience is a plus (Trading, Fintech, Gaming, Paid online courses).
- Experience in no-code/low-code technology (e.g. Integromat) would be an advantage.
- Experience in Frontend/Backend development (programming skills) would be a big plus.
What we offer along the way:
- Competitive and attractive compensation
- Extensive learning opportunities, such as professional training and certifications, soft skills development, free English courses, and trading workshops
- Health and life insurance for employees, spouses, and children, including vaccinations, tests, mental health care, and coverage for vision and dental care
- Generous time off, including 21 days of annual leave and paid sick leave
- Allowance for sports club memberships or other physical exercise activities
- Holiday flight tickets and accommodation coverage (within the yearly limit)
- Meal and transportation allowance
- Education allowance for your children’s school and kindergarten fees
- Outstanding team-building experiences and corporate parties
Your journey after applying:
- First interview (up to 30 minutes)
- English Assessment (20 minutes)
- Task Assessment (1 hour)
- Final interview with your future team (1 hour)
Please note: We occasionally amend or withdraw Exness jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Exness/Exness Group companies around the world. Exness Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Exness. Anyone who demands such a fee is not an authorized Exness representative and you are strongly advised to refuse any such demand.
At Exness, we're an equal opportunity employer where every individual is valued. No matter your race, color, religion, sex, national origin, sexual orientation, gender identity or disability, we welcome you. As an international fintech company, we embrace the richness of our diverse team, respecting each individual and promoting gender equality for all genders in our workforce.
