Lead/Principal Product Manager, Support

📋 Description

• Own the support product roadmap.
• Drive operational efficiency through product.
• Build and scale support tooling.
• Lead with data to drive outcomes.
• Translate operational insight into product decisions.
• Build the best support experience in Canada.

🎯 Requirements

• 4–7+ years PM experience at tech or tech-forward firms.
• Metric laddering practitioner with a data-driven mindset.
• Partner with VP and executive teams.
• Real AI point of view on LLM-powered CX tooling.
• Fluent in support operations and domain (CSAT, containment).
• Think in systems; communicate clearly with frontline and execs.

🎁 Benefits

• Salary and equity aligned with market ranges.
• Equity ownership for eligible roles.
• Health benefits and life insurance.
• 21 days PTO + holidays.
• Parental top-up and long-term leave options.
• Discounts through partner network.