Associate Product Manager - Support
Product, Customer Service
Bengaluru, Karnataka, India
Posted on Friday, August 18, 2023
Juno Finance is a fintech company that offers the most powerful checking account, providing customers with an easy way to earn 5% on cash and instant access to digital assets. Our platform is designed to enhance the financial experience for individuals who want to do more with their checking accounts.
Juno has raised $23 million across seed and Series A from top investors like Sequoia, Polychain, Dragonfly, Jump, ParaFi, among others.
TLDR: This is a super-critical role where you will work with the Risk, CS, and Business Operations Teams as well as the Founders to build and maintain dashboards and tools that will enable each team to perform more efficiently. This dashboard/tool will be one of the key differentiators between a traditional bank and Juno.
What will you do?
- Customer Support Enhancement
- Collaborate with the customer support and compliance teams to identify pain points and areas for improvement in the processes.
- Gather and analyze customer feedback, support tickets, and user data to identify trends and opportunities for product enhancements.
- Work with engineering and design teams to develop tools such as CRM to improve the efficiency of the support and compliance teams.
- Product Development
- Assist in defining product requirements, user stories, and specifications based on customer support insights and business goals.
- Collaborate with the product management team to prioritize and manage the product backlog, ensuring alignment with the overall company strategy.
- Participate in sprint planning, backlog and daily stand-ups with development teams.
- Cross-Functional Collaboration
- Act as a liaison between customer support, engineering, design, and other relevant teams to ensure clear communication and collaboration throughout the product development lifecycle.
- Work closely with design teams to create intuitive user interfaces that facilitate efficient customer support interactions.
- Coordinate with growth teams to develop messaging and documentation that supports new product features and improvements.
- User Experience Enhancement
- Conduct usability tests, user interviews, and surveys to gather insights on user preferences and pain points in the customer support process.
- Work with design and engineering teams to iterate on product features, ensuring seamless and user-friendly experiences.
- Data Analysis
- Utilize data analytics tools to monitor customer and compliance team efficiency, identifying areas for optimization and improvement.
- Collaborate with data analysts to create and maintain relevant dashboards and reports for tracking key performance metrics.
What you will need?
- Bachelor's degree in Business, Engineering, Computer Science, or a related field.
- Prior experience (1-2 years) in product management, customer support, or related role within the fintech or technology industry.
- Strong analytical skills and ability to derive insights from customer data and feedback.
- Familiarity with agile development methodologies and product management tools.
- Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.
- Detail-oriented mindset and ability to manage multiple tasks and priorities simultaneously. A passion for fintech, innovation, and enhancing customer experiences.
- An inclusive Leave Policy
- Health Insurance
- Flexible Benefits