Senior Product Manager

Job Summary

Driving the strategy for core support tools, the full-time remote Senior Product Manager will lead user research, oversee feature execution, and coordinate product launches to enhance customer support experiences.

Key responsibilities

• Lead user research to identify and document customer support pain points and tooling needs
• Draft Product Requirements Documents (PRDs) and design artifacts, ensuring alignment with business goals
• Define and track key performance indicators (KPIs) to measure business impact and inform roadmap iterations

Required qualifications

• 5-8 years of customer support tooling experience in a fast-paced SaaS environment
• Bachelor's degree in a technical or business field, or equivalent practical work experience
• Proven experience managing AI support tools or LLM-based platforms
• Established subject matter expert in GTM tooling with a history of delivering substantial impact
• Ability to analyze large datasets to identify patterns and root causes of technical failures