Internal Tools Developer
PDAX is a cryptocurrency exchange and wealth app for Filipino users to trade digital assets, invest in government bonds, and access digital collectibles.
Funding history
Projects
About PDAX
PDAX is a cryptocurrency exchange and wealth app for Filipino users. It enables crypto trading, government bond investments, and digital collectibles access. PDAX is a BSP-licensed virtual asset service provider and offers institutional services via PDAX Prime and PDAX Connect.
Skills
About the Role
You will design and build an internal customer-support platform with email ticketing, an AI-assisted chatbot, a public support portal, and reporting dashboards. You will migrate Freshworks data and workflows, implement integrations and secure authentication, plan cutover and rollback activities, and hand over maintainable, fully owned work.
Requirements
- Experience building a customer support platform
- Retool expertise or a justified, maintainable alternative technology stack
- Experience integrating email through Gmail API, Microsoft 365 API, or an inbound email service
- Knowledge of secure customer-data handling under the Data Privacy Act of 2012
- Experience with identity-provider authentication
- Ability to provide a relevant portfolio or case studies
- Ability to propose architecture, milestones, timeline, and a fixed-fee quotation
- Two client references
- Ability to describe data security, migration, and handoff approaches
- Ability to sign an NDA and comply with third-party risk and security review requirements
Responsibilities
- Build an internal customer-support tool for the Customer Success team
- Implement email ticketing, ticket threading, tagging, priorities, status, assignments, templates, notes, canned responses, audit trails, and role-based access
- Build an AI-assisted chatbot grounded in knowledge-base content with defined safety guardrails and human handoff
- Store and make chatbot conversation logs reviewable
- Build a public support portal with searchable FAQs, articles, editable content, and ticket submission
- Create dashboards and exportable reports for ticket, chatbot, SLA, and agent-workload metrics
- Assess the existing Freshworks configuration
- Migrate historical tickets, contacts, and knowledge-base articles with data mapping and validation
- Rebuild automations and templates
- Create and execute a cutover plan with email-routing changes, parallel operation, rollback, and reconciliation
- Support Customer Success agents during the transition
- Document email integration and maintainability of non-Retool components
- Secure customer data during implementation and migration
- Implement authentication through the existing identity provider where feasible