Customer Service Product Manager

Role Overview

• Own the Customer Service Product Portfolio: Manage all customer-facing support channels including chat, voice, in-app, and support ticket system (Zendesk), ensuring seamless integration and user-friendly experiences
• Drive Efficiency & Automation: Identify opportunities to reduce response times, eliminate manual processes, and implement automation and AI solutions that empower the Customer Service team to work more effectively
• Develop Product Strategy: Create and execute a roadmap for customer service experiences that aligns with company goals and customer expectations
• Stakeholder Management: Work closely with Customer Service leadership, Engineering teams, and other internal stakeholders to understand pain points, gather requirements, and prioritize initiatives
• Data-Driven Decision Making: Analyze customer service metrics (resolution time, CSAT, ticket volume, response times) to identify trends and opportunities for improvement
• Integration & Tool Management: Oversee the integration of customer service tools with internal systems and platforms, ensuring smooth data flow and operational efficiency
• Process Optimization: Lead initiatives to redesign customer service workflows, implement best practices, and scale support operations efficiently
• Cross-functional Collaboration: Partner with Product, Engineering, Design, and Operations to deliver solutions that improve both customer experience and operational efficiency
• Engineering Team Leadership: Inspire an engineering team by setting clear goals, removing blockers, and driving delivery
• Priority Setting & Planning: Define priorities, balance technical and product trade-offs, and maintain an execution-focused roadmap with Engineering
• Backlog & Delivery Management: Write clear user stories (acceptance criteria, requirements, dependencies), manage the backlog, and run with the tech lead delivery rituals (grooming, planning, reviews)
• Execution Accountability: Track progress, manage scope, and ensure high-quality releases through testing, rollout planning, and post-launch follow-up

Requirements

• 2-4 years of product management experience with a focus on operations, support, or customer-facing products
• Proven track record managing complex, multi-stakeholder projects in SaaS or fintech environments
• Strong understanding of customer service operations, support tools, and CRM systems (Zendesk experience a plus)
• Experience with automation tools, workflow optimization, and AI/ML applications (e.g., chatbots, intelligent routing)
• Excellent communication and stakeholder management skills
• Data-driven mindset with proficiency in analyzing metrics and translating insights into action
• Ability to balance quick wins with long-term strategic initiatives
• Strong problem-solving skills and comfort navigating ambiguity
• Expertise using generative AI and LLMs to increase productivity (including creating live applications)

Benefits

• Flexibility: Hybrid work arrangement with our New York office, providing flexibility while maintaining team connectivity