Product Owner (Customer Support)

You own our customer support products end to end:
For customers: Help Center, chatbot and AI assistant, live chat, support tickets, call-center routing.
For internal teams: the CS operations tool used by support, operations and finance (account lookup, refunds, money recovery, balance freeze, eKYC and PIN-reset approvals), plus admin tools for chatbot scripts, forms and FAQ content.
You set direction, not just deliver tickets. You turn support data into product decisions, and lead the team through major incidents.
Time split:
-50% product and backlog · -25% operations and incidents · -25% data and insight.
Role KPIs:
CSAT: raise customer satisfaction across chatbot, live chat and tickets.
Response lead time: shorten time to first response and to resolution, keeping ≥ 90% of tickets within the 24-hour SLA.
Product health across the app: use support data to spot issues in any part of the app early, and get them fixed at the root with the owning teams.
Key Responsibilities
1. Product & Strategy
Own the roadmap for support products, tied to the KPIs above.
Decide where each type of request should be solved: self-service, chatbot/AI, form-based ticket or a human agent.
Drive AI use in support (smart answers, screenshot reading, AI-handled tickets) with clear quality checks and human fallback.
Write decision memos for leadership on major initiatives.
2. Requirement & Delivery
Write PRDs and user stories for complex flows such as refunds, balance freeze, ticket status sync and identity verification.
Know the system well enough to challenge solutions and catch integration risks early.
Prioritise the backlog and make trade-offs between customer features, internal tools and tech debt.
Work across teams (account, payment, risk, notification, data) and with vendors.
Lead UAT and sign off releases.
3. Operations and Support
Lead the product side during major incidents: assess impact, align Engineering and CS, update chatbot and Help Center messaging, keep stakeholders informed.
Own postmortem follow-ups.
Govern content in admin tools and access rights for internal tools; make sure customer data is masked and handled in line with Decree 13/2023/ND-CP.
Write guides and release notes for support teams in Vietnamese.
4. Data and Reporting
Track CSAT, response and resolution time, SLA, automation rate, reopen rate and contact rate per product.
Find the top reasons customers contact us each month, dig into root causes, and push fixes with evidence.
Write assigned sections of the monthly report.
Keep product documents and the domain knowledge base up to date after each release.
Use AI tools to speed up research, documentation and prototyping.
5. Team
Keep product docs and the knowledge base current.
Requirements
Must have
2-5 years as a PO, BA or product analyst on a digital product.
A track record of shipping products that moved a real metric.
Experience writing proposals for senior stakeholders and defending trade-offs.
Good grasp of e-wallet operations: transaction statuses, refunds, reconciliation, account and KYC operations, complaints.
Can read technical docs and discuss integration options with engineers.
Working SQL and comfortable with dashboards.
Agile/Scrum, Jira, Confluence.
Clear written Vietnamese; good English reading and writing.
Nice to have
Experience with Freshdesk, Jira Service Management, call-center or chatbot platforms.
Built chatbot flows or AI/RAG knowledge bases.
Led incident response or wrote postmortems.
Knowledge of data protection and access control.
Mentored other POs or BAs.
Uses AI tools daily.