Product Manager - Support Innovation

Overview

Job Description

Responsibilities

• - Think holistically from the end state, but work step-by-step, working with existing team members, support operations, and other stakeholders
• - Relentlessly gather feedback (by talking to users, our support team, and looking at the data) to deeply understand the problem space and our users' needs
• - Figure out what metrics to rely on, measure them, and use those metrics to set short- and long-term goals
• - Own all support products and tooling for both automated and human support interactions
• - Prioritize work for a small team to improve user satisfaction, response times, and support costs

Required Skills

• - 5+ years of technical product management or similar experience, ideally with a background in AI applications and/or support technology
• - High effectiveness in managing cross-functional teams
• - Speak fluent English
• - Bonus if you: Speak at least conversational French, have professional experience building AI-powered tools, have worked with support in a high-growth company, are a mobile money user in Sub-Saharan Africa

Benefits

• - Subsidized health insurance for you and your dependents and retirement contributions (both vary from country to country)
• - 6 months of fully paid parental leave and subsidized fertility assistance
• - Flexible vacation, with most folks taking between 21-30 days exclusive of statutory holidays
• - $10,000 annual charitable donation matching