Product Manager
Skills
About the Role
You will take ownership of the customer support domain and drive improvements across internal support tools, agent workflows, and the customer-facing support experience. You will identify inefficiencies using metrics and feedback, design and implement automation and AI-driven solutions, translate recurring issues into product changes, optimize end-to-end support journeys, manage discovery and delivery, and track key support metrics to improve speed, quality, and cost per ticket. You will collaborate closely with support leads, engineers, data analysts, and cross-functional product and operations teams.
Requirements
- 3+ years of experience as a Product Manager
- Experience in customer support, support tooling, service operations, or customer experience optimization
- Strong product discovery and prioritization skills
- Data-driven mindset
- Proven impact in optimizing operational processes with measurable results in efficiency, cost reduction, automation, speed, or quality
- Experience working cross-functionally with multiple stakeholders
- Experience with automation, AI tools, self-service products, or agent-assist solutions
- Solid understanding of end-to-end support operations including ticket lifecycle, routing, escalation, SLA management, quality control, and workforce/process constraints
- Basic understanding of crypto and blockchain (hands-on experience is a plus)
- English: Upper-Intermediate or higher
Responsibilities
- Own and develop internal customer support tools, agent workflows, and customer-facing support experience
- Lead operational efficiency initiatives to reduce cost per ticket, manual workload, and operational complexity without compromising speed, resolution quality, or CSAT
- Identify improvement opportunities using support metrics, user feedback, contact reasons, agent insights, and ticket analysis
- Automate manual support processes and implement AI-based solutions for self-service, ticket classification, routing, agent assistance, and repetitive case resolution
- Translate recurring support issues into product improvements, automation opportunities, and operational process changes
- Optimize end-to-end support journeys for customers and agents, including self-service, AI bot flows, human handoff, and resolution
- Work with cross-functional product, compliance, and operations teams to reduce contact rate by identifying and fixing root causes of support requests
- Manage backlog, discovery, delivery, and product launches
- Track and improve key support metrics such as CSAT, ART, TTR, SLA, fallback rate, contact rate, automation rate, and cost per ticket
Benefits
- Remote work with hubs in Dubai, Yerevan, London and Belgrade
- Compensation for medical expenses
- Provision of necessary equipment
- Access to advanced AI models via mira.tg
- 20 working days of paid vacation annually
- 11 days off per year
- 14 days of paid sick leave
- Access to internal conferences, English courses and corporate events
- Regular performance reviews