Internal Tools Developer (Project-based, Third Party)

About PDAX (Philippine Digital Asset Exchange)

• About PDAX At PDAX, we believe that the future of money is digital, and our mission is to empower all Filipinos to grow their wealth through blockchain technology.
• As one of the first crypto firms in the Philippine market, we feel a sense of duty to our users and to the ecosystem to set the standard for safety, ease of access, and reliability.
• We expect our team to share in this responsibility and cherish our vision of a more open and equitable financial system.
• We are looking for new team members that are passionate about cryptocurrency, want to work in a disruptive, fast-growing industry, and thrive in a start-up environment.
• If this sounds like you, then we’d love to talk.

Responsibilities

• Create an internal tool for PDAX Customer Success team with the functionalities stated below and aid in migration period from previous CRM tool.

Email ticketing

• Inbound email converted to tickets, with threading of replies to the same ticket
• Ticket tagging, priority levels, status, and assignment to agents

Automated holding reply on receipt, with configurable templates

• Internal notes, canned responses, and a full audit trail per ticket
• Role-based access for CS agents, team leads, and administrators

AI chatbot integration

• Chatbot on the support portal, grounded in the knowledge base content
• Defined guardrails: no account-specific data, no financial or investment advice, and clear handoff to a human agent or ticket creation when confidence is low
• Conversation logs stored and reviewable by the CS team
• LLM provider to be proposed by the vendor and approved by PDAX

Support portal

• Public-facing web portal hosting FAQs and articles, with search and categories
• Content editable by non-technical CS staff without developer involvement
• Ticket submission form linked to the ticketing system
• Metrics and reporting
• Dashboard covering ticket volume, first response time, resolution time, backlog, SLA compliance, tag and category breakdown, and agent workload
• Chatbot metrics: conversations, deflection rate, and escalation rate
• Exportable reports

Migration from Freshworks

• Assessment of current Freshworks configuration, including ticket fields, tags, automations, canned responses, email routing, and reports
• Migration of historical tickets, contacts, and knowledge base articles, with data mapping and validation against source counts
• Rebuild or equivalent replacement of existing automations and templates
• Cutover plan covering email routing changes, a parallel run period, and a rollback procedure
• Reconciliation report confirming completeness of migrated data
• Support to CS agents during the transition period

Requirements

• Retool strongly preferred.
• Where a component cannot reasonably be built in Retool, such as the public portal or email ingestion, the proposal must identify it, justify the alternative, and describe how PDAX will maintain it.
• Any non-Retool component must be low-maintenance, built on commonly supported technologies, and fully owned by PDAX, with no dependency on vendor-held accounts or licenses.
• Documented integration approach for email (for example, Gmail or Microsoft 365 API, or an inbound email service)
• Secure handling of customer data in line with the Data Privacy Act of 2012 and PDAX information security policies, including during migration
• Authentication through PDAX’s existing identity provider where feasible
• Applicants should submit: relevant portfolio or case studies, proposed architecture, timeline with milestones, fixed-fee quotation with assumptions stated, two client references, and a statement on how data security, migration, and hand-off will be handled.

Engagement

• This is a fixed-scope, project-based engagement with a defined start, delivery, and end date.
• No retainer or ongoing subscription is expected.
• Fixed-fee, milestone-based payment tied to acceptance of deliverables, with the final milestone released after successful cutover and reconciliation
• All intellectual property and work product transfer to PDAX upon payment
• No dependency on vendor-owned subscriptions or licensed tools beyond those PDAX already holds or approves in writing
• Vendor to sign an NDA and comply with PDAX third-party risk and security review requirements
• Methodology: waterfall, with a signed-off requirements baseline and change requests handled through a formal process