Internal Tools Developer (Project-based, Third Party)

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.

Project Overview

We are seeking an agency or independent developer to design and build a customer support platform covering email ticketing, an AI-assisted chatbot, a customer-facing support portal, and a metrics dashboard, and to migrate our operations from Freshworks to the new tool. Retool is our strongly preferred build platform, as PDAX holds an existing instance and this would simplify hand-off. Proposals using another stack will be considered if they justify the choice and meet the ownership and maintainability requirements below. This is a fixed-scope, project-based engagement with a defined start, delivery, and end date. No retainer or ongoing subscription is expected.

Scope of Work

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

Technical 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

Engagement Terms

• 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

Proposal Requirements

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.