PalmPay is a leading neobank and fintech platform scaling financial inclusion across emerging markets. With over 40 million users, we’re building a digital financial ecosystem that empowers individuals and businesses through accessible, easy-to-use, and rewarding financial services.
Operating in Nigeria, Ghana, Tanzania, and Bangladesh, PalmPay has been recognized by CNBC as one of the Top 300 Global Fintech Companies and ranked #2 overall and #1 in financial services on the Financial Times’ Africa’s Fastest Growing Companies 2025 list.
Position OverviewWe are seeking a proactive and data-driven Product Specialist Customer Support Solutions to enhance our AI-driven customer support ecosystem in Bangladesh. This role will lead the optimization of customer service platforms—combining product ownership, data analytics, and cross-department collaboration—to deliver efficient, user-centric support experiences. The ideal candidate will have a background in fintech, digital products, or AI-based support solutions, and will work closely with both technical and operational teams.
Key Responsibilities1. End-to-End Product OwnershipDesign and optimize AI-driven customer service solutions, including chatbots and voice response systems for internet banking and payment platforms.
Define and maintain the product roadmap for customer support tools, focusing on improving efficiency and user satisfaction.
Oversee system enhancements to ensure stability, speed, and accuracy in issue resolution.
Serve as a key bridge between technical teams (R&D/AI) and operations teams (customer support centers and hotline suppliers).
Coordinate implementation plans, ensuring seamless communication and system integration.
Support the rollout of new support technologies, tools, and policies across all service channels.
Analyze user feedback and behavioral data to refine self-service features and reduce reliance on manual intervention.
Monitor and improve key performance indicators (KPIs) such as first-call resolution rate, average handling time, and chatbot accuracy.
Identify process inefficiencies and recommend strategic improvements for customer satisfaction.
2–4 years of experience in fintech, telecom, or digital product management, focusing on inbound and outbound customer service systems.
Proven experience in AI-powered customer support tools, such as NLP chatbots, sentiment analysis, or automation platforms.
Proficiency in prototyping tools (Figma, Axure) and PRD documentation for complex workflows.
Understanding of contact center technologies (IVR, CTI), CRM systems, and API integrations.
Data analysis proficiency to derive actionable insights from service metrics and customer feedback.
Strong analytical and problem-solving abilities.
Excellent communication and collaboration skills.
Proactive mindset with a passion for improving customer experience through technology.
Competitive salary with annual performance review.
Festival bonuses and mobile/internet allowance.
Opportunity to grow within a high-impact, fast-paced global fintech environment.
Top Skills
What We Do
PalmPay is building the financial superapp for Africa
