Job Description
Our client is transforming the way eCommerce businesses handle customer support. Our AI-powered, multi channel helpdesk enables merchants to automate and streamline their customer interactions, making support faster, smarter, and more effective. As we continue to disrupt the industry with cutting-edge AI solutions, we’re looking for forward-thinking product managers to drive our vision forward.
We’re looking for a Product Manager to take ownership of key product initiatives, shaping the future of AI-powered customer service. In this role, you’ll be responsible for identifying high-impact opportunities, defining solutions, and delivering meaningful outcomes in a given quarter. You will work cross-functionally with engineering, design, and commercial teams to bring innovative AI-driven features to market while ensuring they solve real customer problems.
A key focus of this role will be embedding deeper AI agents into our product, increasing automation, and enhancing the level of autonomy in our support platform. You’ll play a critical role in evolving how AI operates within the business, improving accuracy, trust, and usability while balancing automation with human support.
Your Role:
- Drive AI-powered innovation – Identify and shape opportunities for AI to increase automation, efficiency, and customer success.
- Own the roadmap & execution – Define product priorities, set clear goals, and deliver impactful outcomes in a given quarter.
- Be data-centric – Analyze product usage, customer feedback, and performance metrics to inform decisions and measure success.
- Shape product work effectively – Work closely with design and engineering teams to develop intuitive, scalable, and high-quality solutions.
- Understand the customer deeply – Engage with users to understand pain points, improve workflows, and ensure AI enhances—not hinders—their experience.
- Balance AI and automation thoughtfully – Ensure that AI-driven features enhance, rather than complicate, the support experience.
- Collaborate cross-functionally – Partner with commercial, success, and engineering teams to ensure alignment on goals and execution.
Knowledge, Skills, and Experience:
- 8+ years proven experience in product management, ideally in SaaS, customer support, or AI-driven products.
- Strong product thinking and design sense – Ability to shape product work that is intuitive, scalable, and delivers meaningful customer value.
- Outcome-oriented mindset – Focus on delivering measurable impact rather than just shipping features.
- Data-driven decision-making – Comfort in analyzing data, running experiments, and iterating based on results.
- Customer-savvy – Ability to understand customer needs and translate them into effective product solutions.
- Domain knowledge in AI & LLMs is a plus, but not a requirement – Familiarity with AI-driven automation and the evolving role of LLMs in customer support is beneficial but not a hard requirement. We value a strong product mindset over deep technical AI expertise.
Why Join:
- Work on a fast-growing AI-powered product that’s shaping the future of customer support.
- Join a team that values outcomes over output and encourages ownership and autonomy.
- Collaborate with smart, driven colleagues who are passionate about building great products.
- Play a key role in defining how AI can truly enhance customer experiences in eCommerce.
If you’re excited about solving real customer problems, building AI-powered products, and shaping the future of customer support, we’d love to hear from you. 🚀