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Senior Product Manager - Customer Support
Full-time
Super is building The Playstack, the technology powering the next generation of sports, gaming, and fan experiences across Europe and Latin America.
Customer Support at Super is a strategic differentiator. They'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, applying cutting-edge AI to solve real customer problems at scale.
What The Role Involves
Define and execute a multi-year product vision for Customer Support balancing automated efficiency with human-centric care.
Design and scale intelligent, AI-powered self-service experiences that resolve issues before they reach an agent.
Build best-in-class internal tools and workflows that empower support agents to deliver faster, higher-quality resolutions.
Lead 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 and improves Agent Satisfaction.
Monitor and optimise KPIs including CSAT, AHT, First Response Time, and Deflection Rate.
Collaborate with Engineering, Design, Data Science, and Global Support Operations.
What We Are Looking For
5+ years of product management experience, preferably in Customer Experience, CRM, or internal tooling.
Experience with AI/ML applications in support including NLP and LLMs, and integrating platforms such as Zendesk or Intercom.
Ability to break down complex operational workflows into data-driven product requirements.
Exceptional ability to communicate vision and technical concepts to executive leadership and frontline agents.
