Product Manager - Customer Support

At Exness, we are not just a leading trading broker—we’ve reimagined what it takes to be a leader. With 40M+ trades a day and 2,000+ people across 13 countries, we combine scale, care, and real tech to make trading better for 1M+ clients worldwide.

Recognised globally as a Best Place to Work, we’re a people-first company where long-term wins always matter more. As part of our team, you will shape the future of fintech with real technology, care, and purpose.

Why this role matters

Own the product strategy and execution across the Customer Support domain. You will be responsible for the end-to-end CS product experience: how clients reach us, how agents handle contacts, how the domain is measured, and how it improves over time.

The role is based in our Malaysia office. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do

• Own the product roadmap and domain vision across all CS products, working with CS operations to identify gaps, prioritise improvements, and deliver a consistent client experience across all channels
• Drive CRM product development in close collaboration with the CRM development team, covering requirements, delivery, and continuous improvement
• Own the Chatbot and ML translation tool roadmaps, tracking performance, driving improvement cycles, and coordinating with engineering on delivery
• Analyse CS domain analytics, including dashboards, contact driver analysis, channel performance tracking, and model performance monitoring
• Improve key domain metrics: FRT, case resolution rate, call acceptance rate, containment rate, CSAT, AHT, post-contact retention etc.
• Work hand-in-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.
• Work closely with CS operations leadership to understand what works, what breaks, and what the products need to do differently

Who we’re looking for

• 3 to 5 years of product management experience
• Experience working with customer support or contact centre teams, with an understanding of SLAs, escalation flows, channel dynamics, and what drives handle time
• Strong analytical foundation, comfortable with SQL, BI tools, and building dashboards that answer real operational questions
• Experience with CRM systems and contact centre tooling, with a good sense of how agents actually use these products day to day
• Experience with A/B testing, covering hypothesis design, implementation, and analysis
• Experience with customer interviews, surveys, and UX testing
• Clear written and verbal communication in English;
• Relevant industry background in financial services, fintech, or trading is a plus
• Hands-on tech experience working with AI/LLM stack. You have proficiency in wiring LLM prompts, and you can use SQL/pandas to assess the performance of automation.
• No-code/low-code familiarity and any programming experience would be an advantage

What we offer along the way

• Competitive salary and annual performance bonus
• Full relocation support for you and your family — flights, housing, visas, and legal assistance included
• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
• Unlimited learning opportunities: external courses, English lessons, career and leadership development
• Education allowance covering school and kindergarten fees
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
• Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
• “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
• Employee share scheme — grow with us

At Exness, we know that changing jobs - and changing countries - is a big step. That’s why relocation with Exness is different. We make it smooth, supported, and truly life-changing.

• Meal and transport allowance
• Free gym membership and monthly wellness allowance for your sport or fitness of choice
• Holiday flight and accommodation coverage after 1 year of service

What your journey looks like

1. Intro call with Recruiter (40 minutes)
2. English check (if needed)
3. Tech interview (60 minutes)
4. Team interview (60 minutes)

What it's like here

We share the real Exness experience - our people, ideas, moments, and everything in between.

Sounds like you? Apply.

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.