Product Associate (PdM Candidate)

Skills

About the Role

You will own the operational backbone of the product organization at Startale, working across products such as Startale App, Strium, Soneium and the JPYSC stablecoin. You will design and run the customer support system end to end, from intake channels and triage to escalation, SLAs and handoffs to product and engineering, owning the tools, templates and AI assistants behind it. You will turn raw user feedback from support tickets, Discord and social media into structured insights that PMs and engineers can act on, and run a weekly summary the product team actually reads. You will maintain release notes and internal FAQs so marketing, BD and PR always know what is happening across all product lines, and you will write and keep SOPs up to date for incidents, releases, announcements, bug triage, refunds and escalations. You will manage the product team's tool stack, build AI workflows for ticket clustering, reply drafting, feedback summarization, release note generation and sentiment monitoring, and roll your patterns out to neighboring teams. You will define and report metrics such as response time, resolution rate and AI auto-resolution rate, and when something breaks you will jump into user reply threads yourself. You will report to the Head of Product, work hybrid from the Tokyo office, and travel to Hong Kong and Singapore.

Requirements

• 1-3 years of professional work experience
• Business-level or higher English proficiency (internal official language is English)
• At least two of the following: practical experience in a high-intensity environment such as investment banking, strategy consulting, financial institutions or fast-growing startups; project leadership experience in a planning function at an operating company; experience building something beyond chat with AI such as automation, workflows, small tools or pipelines; experience launching and running something independently; experience facing real users in customer support or community management; a technical graduate background enabling quick structural understanding of finance and onchain systems
• Instinct for designing operations rather than enduring recurring problems manually
• Clear writing that communicates SOPs, summaries and user replies in one read
• Hands-on attitude toward user support
• Curiosity about Web3 including using wallets, holding tokens and trying dApps
• Daily AI usage with self-driven testing of new models and tools

Responsibilities

• Design, improve and operate the customer support system including intake channels, triage, escalation, SLAs and handoffs to product and engineering
• Own support tools, canned responses and AI assistants behind the support workflow
• Build a feedback loop that structures raw user voices from tickets, Discord and SNS into actionable insights for PMs and engineers
• Run a weekly summary that the product team actually reads
• Maintain release notes and internal FAQs so marketing, BD and PR stay up to date across all four product lines
• Write and maintain SOPs for incident response, releases, user announcements, bug triage, refunds and escalations
• Manage the product team's tools including Notion, Linear, analytics, support tools and feature flags
• Build AI workflows for ticket clustering, reply drafting, feedback summarization, release note generation and sentiment monitoring
• Deploy built AI workflow patterns to BD, marketing and engineering teams
• Define and report operational health metrics such as response time, resolution rate, AI auto-resolution rate and ticket-to-insight conversion
• Reply directly to users hands-on when something breaks

Benefits

• Stock option plan
• Annual company-wide workation
• Irregular offsite work
• Investment in AI tools
• Discretionary leave system with flexible vacation days and timing
• Hybrid work