Original listing text, shown exactly as published by the company.
🎯 About the Role
You’ll join the Helpdesk team, which owns the core experience used daily by thousands of support agents to assist millions of shoppers. We're driving a multi-quarter transformation, Helpdesk 2.0, to modernise this surface, close long-standing product gaps, and reimagine what great support tools look like in an AI-first world.
Our vision: a platform where AI Agents resolve the majority of routine inquiries, while empowering human agents to step in at the right moments with full context, clear next steps, and powerful tools to act quickly and effectively.
💼 What You’ll Do
- Own and drive major parts of the Helpdesk 2.0 roadmap, with a focus on agent experience, platform reliability, and enterprise-grade workflows.
- Partner with Engineering and Design to modernize and ship core helpdesk capabilities: routing, rules, real-time systems, views, and availability.
- Build scalable features that unlock larger enterprise deals, reduce churn, and support complex team structures.
- Close product gaps by making capabilities coherent, reusable, and consistent across the platform.
- Improve performance and reliability by identifying and resolving technical debt that affects agent trust and user satisfaction.
- Design seamless AI–human collaboration workflows, enabling smart, lossless handovers.
- Leverage qualitative insights (merchant interviews, NPS feedback, support tickets) and quantitative data to prioritize usability improvements.
- Own the full product lifecycle, from discovery and problem framing to delivery, rollout, and continuous iteration with success measured by NPS and retention.
🧑💻 Who You Are
- Customer-obsessed and motivated by real-world impact, you care deeply about improving everyday workflows.
- Experienced in owning complex, system-heavy product areas, with a track record of long-term evolution and platform thinking.
- Fluent in technical collaboration, able to work closely with engineers on architecture, performance, and real-time behavior.
- Structured, organized, and effective at managing ambiguity, prioritization, and stakeholder alignment.
- Insight-driven, you combine metrics with qualitative feedback to guide your decisions.
- Excited about how AI is transforming support and curious about how humans and AI will work together.
- Comfortable balancing short-term wins with investing in long-term foundations.
- Bonus: experience with helpdesk platforms, workflow tools, enterprise SaaS, or operational team tooling.
