Lead Product Manager, AI-Driven Customer Support
Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2025 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?
About the role
Flex is entering a new stage of growth and looking for a Lead Product Manager to lead AI-driven customer support products. In this role, you'll help improve and scale our support platform, ensuring it stays flexible, reliable, and ready for future growth.
You’ll set and drive a clear, actionable strategy for building scalable customer support (CS) tools that use AI and data to improve efficiency and user experience. You’ll work closely with cross-functional teams and be the main point of contact for our CS organization, making sure we stay aligned on goals and deliver great results. At Flex, we take a customer-first approach in everything we build.
This is a hybrid position with on-site expectations of 3 days per week in our New York Headquarters. For candidates outside of the NY/NJ area, you may be eligible for our relocation assistance program.
What you’ll do
- Work with stakeholders to define the CS product strategy and roadmap, aligned with company goals
- Build and improve AI-powered tools that increase CS quality and efficiency
- Lead the full product lifecycle: from idea and requirements to launch and performance tracking
- Own product metrics, using data to measure success and guide decision-making
- Run cross-functional meetings like sprint planning and stakeholder reviews
- Stay current with new technologies and best practices, especially around CS platform scale, security, and architecture
- Mentor teammates and help foster a collaborative, learning-focused environment
- Prioritize work across multiple teams, move fast, and help ensure high-velocity delivery
Key qualifications
- 5+ years of experience in technical product management
- Background in data, AI, and customer support tools (chatbots), especially in Fintech, is a plus
- Strong track record of working closely with engineers to ship high-quality products
- Able to use data and analysis to drive results and influence key metrics
- Great communicator with experience working across teams and presenting to leadership
- Self-starter who takes ownership and delivers strong outcomes
- Curious, creative problem-solver with a growth mindset
- Team player with the ability to manage multiple priorities in a fast-moving environment
The compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks. For working locations in NY/NJ/CA, the base salary pay range will be $239,000 - $262,000.
Life at Flex:
We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.
We offer many employee benefits. For full time, U.S. based employees we offer:
- Competitive pay
- 100% company-paid medical, dental, and vision
- 401(k) + company equity
- Unlimited paid time off with a PTO minimum + 13 company paid holidays
- Parental leave
- Flex Cares Program: Non-profit company match + pet adoption coverage
- Free Flex subscription
For full time non-US employees, we offer
- Competitive Pay
- Company Equity
- Unlimited PTO
Questions & answers for this job
- What is the type of contract for this job?The contract for this job is a Full-time contract
- What's the salary range for the Lead Product Manager, AI-Driven Customer Support position?The suggested salary for this job is $209,000 - $242,750*
- Is telecommuting possible for this job?Yes, telecommuting is possible for this job
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