Product Manager (Technical), Product Support Experience

📋 Description

• Deeply understand the needs of Product Support Operations, AI Support, Billing, Fraud, and product
• Define and iterate on the support-to-product loop: case classification, surfacing recurring drivers
• Own the customer's experience of getting unblocked: speed and friction to resolution, whether
• Minimize blast radius of novel issues by catching early, assessing impact, and prioritizing fixes
• Partner with engineering and data science to build systems: Claude as first responder, data
• Drive product strategy and roadmap for the in-house Claude support layer: what Claude resolves

🎯 Requirements

• 7+ years of product management experience with deep exposure to support systems, customer
• Experience taking technical platform products from infancy to scale
• Track record of building products balancing multiple personas and making prioritization trade-offs
• Ability to internalize complex technical systems and translate into product vision
• Fluent across functions: reading traces with engineers, walking specialists through prioritization
• Strong thesis on how AI changes support and desire to build it

🎁 Benefits

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• Lovely office space in which to collaborate with colleagues