Product Manager, Support Tooling

Role Overview

• Execute on the roadmap for support tooling. Help shape the internal tools that power support workflows, automation, reporting, and AI-assisted experiences. Balance short-term operational wins with longer term tooling investments. Collaborate with Support, Engineering, Data, and Product leadership to align priorities
• Drive discovery and turn insights into clear product direction. Partner with support teams to deeply understand workflows, pain points, and success criteria. Use support, product, and operational data to identify opportunities, validate hypotheses, and guide prioritization. Translate insights into clear problem statements, product requirements, and success metrics
• Lead end-to-end feature delivery. Own feature execution from concept through launch and iteration: requirements, scoping, trade-offs, rollout planning, and measurement. Collaborate closely with Engineering to ensure solutions are technically sound, scalable, and maintainable. Validate end-to-end workflows, integrations, and system behaviors across staging and production
• Build scalable, integrated systems. Partner with Engineering to design solutions that integrate across support platforms (e.g., Zendesk, Freshdesk, Salesforce, internal tooling). Apply systems thinking to understand upstream and downstream impacts, prevent regressions, and ensure reliability. Work with Engineering on instrumentation, telemetry, and logging to ensure tools generate high-quality insights
• Enable AI-powered support experiences. Identify and prioritize opportunities where AI can meaningfully improve support efficiency and quality. Partner with Data Science and Engineering on data readiness, model integration, evaluation, and guardrails. Ensure responsible AI principles
• privacy, safety, compliance
• are considered in product decisions
• Measure impact and drive iteration. Define and track success metrics tied to agent productivity, customer outcomes, operational efficiency, and business impact. Monitor adoption and performance, gather feedback, and iterate to improve effectiveness over time. Communicate outcomes clearly to stakeholders

Requirements

• 4+ years of product management experience, ideally building internal or platform tooling that supports operational teams (e.g., support, sales, or services) in B2B or enterprise settings
• Experience driving feature/product delivery
• from discovery and prioritization through release and iteration
• Strong technical aptitude, with the ability to engage effectively with Engineering on system design, integrations, APIs, and trade-offs
• Familiarity working with support tooling and workflows (e.g., Zendesk, Freshdesk, Salesforce, JIRA, reporting tools)
• Experience shipping AI
• or data-powered features or demonstrated fluency in understanding modern AI concepts and best practices
• Clear understanding of enterprise requirements including reliability, security, privacy, and compliance
• Strong analytical skills and comfort using data to guide decisions, trade-offs, and prioritization
• Ability to translate complex systems into intuitive, usable experiences for non-technical users
• Excellent cross-functional communication skills, with experience influencing Engineering, Operations, and key stakeholders
• Customer-first mindset and empathy for support agents
• balancing efficiency gains with human-centered design
• Comfort operating in fast-paced, ambiguous environments and making sound, timely decisions

Benefits

• Amazing working space with a running track on its roof
• Flexible time off, 5 weeks of vacation, and 5 annual sick days
• 4% employer supplemental pension monthly contribution
• Private medical care for employee and spouse with Program Health Plus
• Life insurance at 2x annual salary
• 5.000 CZK monthly allowance for meal vouchers, flexipasses and other personal expenses
• 16 weeks of annual top up maternity leave pay or 8 weeks of fully paid paternity leave
• Opportunity to be part of company success via the RSU program
• Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military
• Employee referral bonuses to encourage the addition of great new people to the team
• Fun company and team outings because we play just as hard as we work