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 / Business Analyst 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 your journey looks like
- Intro call with Recruiter (40 minutes)
- Team interview (60 minutes)
Deadline of Application: 20th May 2026 (any application after this date will not be accepted)
Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.