Original listing text, shown exactly as published by the company.
About the Role
We’re looking for a Product Manager to help define and drive the roadmap and delivery of internal support tooling that improves efficiency, quality, and scalability across our customer support organization.
This role blends product knowledge, systems thinking, and applied AI to deliver solutions that meaningfully improve agent productivity and customer experience. You’ll work closely with Support, Engineering, Data, Operations and GTM partners to identify problems, define solutions, and drive execution while ensuring we’re building the right tools, with clear customer and business outcomes, and iterating based on impact.
This role requires comfort operating in ambiguity, strong technical fluency, and the ability to translate operational pain points into scalable, well-defined product capabilities.
Location
While we are remote-friendly, we remain an "office-centric" company. This role is categorized as hybrid and it is expected you live in a reasonable proximity to the office in Prague so you would be able to connect with your team on weekly regular basis, attend in-person meetings and company events.
This is a full-time, permanent role, not eligible for contractors and for work from other countries.
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NOTE
The offer is contingent upon successfully passing the background screening process.
Your Daily Adventures Will Include
- Execute on the roadmap for support tooling. Help shape the internal tools that power support workflows, automation, reporting, and AI-assisted experiences. Balance short-term operational wins with longer term tooling investments. Collaborate with Support, Engineering, Data, and Product leadership to align priorities
- Drive discovery and turn insights into clear product direction. Partner with support teams to deeply understand workflows, pain points, and success criteria. Use support, product, and operational data to identify opportunities, validate hypotheses, and guide prioritization. Translate insights into clear problem statements, product requirements, and success metrics
- Lead end-to-end feature delivery. Own feature execution from concept through launch and iteration: requirements, scoping, trade-offs, rollout planning, and measurement. Collaborate closely with Engineering to ensure solutions are technically sound, scalable, and maintainable. Validate end-to-end workflows, integrations, and system behaviors across staging and production
- Build scalable, integrated systems. Partner with Engineering to design solutions that integrate across support platforms (e.g., Zendesk, Freshdesk, Salesforce, internal tooling). Apply systems thinking to understand upstream and downstream impacts, prevent regressions, and ensure reliability. Work with Engineering on instrumentation, telemetry, and logging to ensure tools generate high-quality insights
- Enable AI-powered support experiences. Identify and prioritize opportunities where AI can meaningfully improve support efficiency and quality. Partner with Data Science and Engineering on data readiness, model integration, evaluation, and guardrails. Ensure responsible AI principles - privacy, safety, compliance - are considered in product decisions
- Measure impact and drive iteration. Define and track success metrics tied to agent productivity, customer outcomes, operational efficiency, and business impact. Monitor adoption and performance, gather feedback, and iterate to improve effectiveness over time. Communicate outcomes clearly to stakeholders
Our Vision of You
- 4+ years of product management experience, ideally building internal or platform tooling that supports operational teams (e.g., support, sales, or services) in B2B or enterprise settings
- Experience driving feature/product delivery - from discovery and prioritization through release and iteration
- Strong technical aptitude, with the ability to engage effectively with Engineering on system design, integrations, APIs, and trade-offs
- Familiarity working with support tooling and workflows (e.g., Zendesk, Freshdesk, Salesforce, JIRA, reporting tools)
- Experience shipping AI- or data-powered features or demonstrated fluency in understanding modern AI concepts and best practices
- Clear understanding of enterprise requirements including reliability, security, privacy, and compliance
- Strong analytical skills and comfort using data to guide decisions, trade-offs, and prioritization
- Ability to translate complex systems into intuitive, usable experiences for non-technical users
- Excellent cross-functional communication skills, with experience influencing Engineering, Operations, and key stakeholders
- Customer-first mindset and empathy for support agents - balancing efficiency gains with human-centered design
- Comfort operating in fast-paced, ambiguous environments and making sound, timely decisions…
