Product Manager, Customer Support - Systems & Technology

About the team

The Systems & Technology team operates within the Customer Support, Safety, and Experience organization and has the crucial responsibility of ensuring the presence and optimal functionality of appropriate Support tools and technologies. The primary objective of the team is to support and accelerate the current and future operation, growth, and scalability of the Customer Support, Safety and Experience business. 

About the role

We’re seeking an experienced Product Manager to spearhead and oversee innovation efforts to enhance customer and agent-facing tools. In this role, you will partner with internal customers/stakeholders: Customer Support, Trust & Safety and Self Help teams, as well as Product, Engineering, Design, Data & Analytics and other teams to drive innovation and improvement in our customer-facing and agent-facing tools and technologies.

What you’ll do:

• Help lead the strategic planning and execution of product initiatives focused on improving customer support tools and technology.
• Collaborate closely with cross-functional teams, including internal customers/stakeholders: Customer Support, Trust & Safety and Self Help teams, Product, Engineering, and Design, to understand user needs and translate them into innovative product features.
• Define and prioritize product requirements, creating detailed product roadmaps and ensuring timely delivery of product milestones.
• Work closely with stakeholders to gather feedback, validate concepts, and iterate on Support tools and product enhancements.
• Collaborate with the engineering team to ensure seamless integration, robust functionality, and smooth user experience of the tools.
• Communicate product updates, progress, and plans to stakeholders and leadership.
• Define, monitor and analyze key performance metrics, user feedback, and usage data to identify areas of improvement and drive product optimization.
• Conduct market research, competitive analysis, and stay up-to-date with industry trends to identify tool enhancement and optimization opportunities.
• Stay informed about emerging technologies and industry best practices, applying them to drive innovation and maintain a competitive edge.

Skills and knowledge you should possess:

• 2+ years of proven experience as a Product Manager in the customer support or services domain, focusing on tools and technology.
• Strong understanding of customer support operations and processes, with a passion for enhancing the customer and agent experience.
• Demonstrated ability to translate user (end users or internal teams) needs into product requirements and work closely with Engineering, Product and Design teams to deliver high-quality solutions.
• Experience in conducting market research, competitive analysis, and staying up-to-date with industry trends.
• Exceptional analytical and problem-solving skills, with a data-driven mindset.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Self-motivated, detail-oriented, and able to manage multiple projects simultaneously.
• Familiarity with Zendesk and Jira is a must.
• Familiarity with agile development methodologies is a plus.
• Familiarity with video technology and other technical concepts and processes