Senior Product Manager - Customer Support
Description
Customer Support at Superbet is not a cost center—it’s a strategic differentiator. As we scale internationally, delivering fast, seamless, and high-quality support becomes critical to earning customer trust and driving long-term growth. This role sits at the center of that transformation. We’re looking for a Senior Product Manager to rethink support from the ground up—blending AI-driven automation with exceptional human experiences—to build a world-class support product. You’ll own a high-impact, high-visibility domain, applying cutting-edge AI (LLMs, automation, proactive support) to solve real customer problems at scale, while laying the foundations for how support operates in the future.
Responsibilities
- Define and execute a multi-year product vision for Customer Support that balances automated efficiency with human-centric care.
- Support Automation: Design and scale intelligent, AI-powered self-service experiences that resolve customer issues before they even reach an agent.
- Agent Experience (AX): Build best-in-class internal tools and workflows that empower support agents to deliver faster, higher-quality resolutions at scale.
- Leading the development of chatbots, help centres, and automated workflows that drive high self-service resolution rates.
- Partner with Support Operations to build a world-class agent desktop that reduces Average Handle Time (AHT) and improves Agent Satisfaction.
- Monitor and optimize key performance indicators, including CSAT (Customer Satisfaction), AHT, First Response Time, and Deflection Rate.
- Collaborate closely with Engineering, Design, Data Science, and Global Support Operations to deliver integrated solutions.
Requirements
- 5+ years of product management experience, preferably in Customer Experience (CX), CRM, or internal tooling.
- Experience with AI/ML applications in support (e.g., NLP, LLMs) and integrating third-party support platforms (e.g., Zendesk, Intercom or similar).
- Ability to break down complex operational workflows into data-driven product requirements.
- Exceptional ability to communicate vision and technical concepts to both executive leadership and frontline agents.
