JD：Key Responsibilities
-Act as a domain expert on the Customer Support product, including its workflows, architecture, and user experience.
-Partner with Product Managers, Engineering, Support Ops, and Design teams to identify product gaps and propose high-impact solutions.
-Lead the creation of product documentation, detailed user stories, and functional requirements to guide development.
-Quickly establish trust and alignment with key stakeholders across the organization.
-Translate business needs into clear, actionable product deliverables and ensure timely execution.
-Advise on best practices for customer support tooling, automation, and support agent workflows.
-Present product insights, progress, and proposals in clear, fluent English to both technical and non-technical stakeholders.
-Support go-to-market planning, rollout coordination, and user onboarding as needed.
Work Experience
Required Qualifications
5+ years of experience in product-focused roles, with a strong background in customer support technologies or products.
Fluent in English (written and spoken) – able to communicate complex product concepts clearly and confidently with both technical and non-technical stakeholders.
Proven success working as a contractor or consultant on fast-paced product teams.
Exceptional communication skills, with the ability to write and speak fluent English professionally and clearly.
Strong experience in documenting technical and functional product requirements.
Experience working in agile teams and collaborating closely with engineers and designers.