Product Manager (CX Tool)

Description

We’re looking for a Product Manager who is passionate about building customer support technology from the ground up. In this role, you’ll lead the creation of our internal customer support system, designed to serve operational and customer-facing teams across the business. This is a unique opportunity to move beyond off-the-shelf platforms and build a best-in-class, proprietary CX solution tailored to our needs. We are looking for a builder who understands the DNA of industry leaders like Zendesk, LivePerson, or Intercom, and wants to apply that expertise to create a custom engine that outperforms "one-size-fits-all" software.

Responsibilities

Platform Vision: Lead the end-to-end development of a custom-built CX platform, moving from initial discovery to a scalable, production-grade system.
Operational Excellence: Deeply understand the workflows of internal support teams (CS, VIP, Risk, etc.) to automate friction and optimize agent efficiency.
Technical Roadmap: Define the long-term vision for our proprietary CX systems, ensuring the architecture is robust enough to handle high-concurrency and complex routing.
Cross-Functional Leadership: Work closely with engineering, design, and operations to ship scalable, maintainable, and user-friendly support features.
Future-Proofing: Design the toolset with a "Product-as-a-Service" mindset, ensuring it can eventually scale to external B2B use cases.
Data Strategy: Build feedback loops that monitor tool effectiveness: response time, automation impact (AI/Bot deflection), CSAT, and NPS.
Change Management: Champion internal adoption and lead the migration from legacy or third-party tools to our in-house solution.

Requirements

3+ years of Product Management experience, specifically building/scaling SaaS products within the CX, CRM, or Contact Center (CCaaS)
Proven experience designing systems from scratch. We are looking for people who have worked on or built products similar to LivePerson, Zendesk, Salesforce Service Cloud, or Kustomer.
Deep understanding of omnichannel support (Chat, Email, Voice), ticketing logic, and agent desktop optimization.
Ability to partner with engineers on API design, data schemas, and integration logic.
You don't just build features; you solve for "Average Handle Time" and "First Response Time" through better UX.
Fluent in CX KPIs and continuous improvement loops.
Exceptional stakeholder management skills—you can translate high-level business goals into granular technical specs.
Background in the iGaming, FinTech, or online entertainment
Experience scaling tools to handle multi-language, multi-brand, and multi-jurisdiction environments.
Experience implementing LLMs or Chatbots for automated customer resolution.

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