About the Role

We are looking for a Product Manager - Customer Service Technology to build and scale platforms that power seamless and efficient customer support experiences. This role will own the product roadmap for systems used by customer service teams including agent tooling, ticketing systems, automation workflows, and AI-driven support solutions. The ideal candidate has prior experience building Customer Service (CS) technology products and understands how to leverage AI, automation, and self-service solutions to improve customer experience while optimizing operational efficiency.

Key Responsibilities

Product Strategy & Roadmap:

- Define and own the product strategy and roadmap for Customer Service platforms.

- Build scalable solutions that improve customer experience, agent productivity, and operational efficiency.

- Identify opportunities to automate support workflows using AI and intelligent automation.

AI-driven Customer Support:

- Drive development of AI-powered customer support solutions including chatbots, conversational AI, voice bots for IVR automation, and agent assist tools.

- Enable automated case classification and intelligent routing.

- Work with data science teams to improve intent detection and resolution automation.

Customer Service Platform Development:

- Build and enhance agent-facing tools such as unified agent consoles, ticketing systems, and knowledge management platforms.

- Develop workflows for refunds, returns, and issue resolution.

- Enable 360-customer visibility for support agents.

Self-Service & Automation

- Develop customer self-service capabilities including help centers and automated order resolution.

- Improve issue deflection using AI and guided support flows.

Cross-System Integrations:

- Integrate CS systems with order management, payments, logistics, and catalog platforms.

- Ensure real-time access to customer and order data for faster resolution.

Data & Performance

- Track metrics such as CSAT, NPS, Average Handling Time (AHT), First Contact Resolution (FCR), and self-service deflection rates.

- Use insights to continuously improve support workflows.

Stakeholder Collaboration:

- Partner with Customer Support, Operations, Engineering, Analytics, and Design teams.

- Translate operational challenges into scalable product solutions.

Required Qualifications

- 3-6 years of product management experience.

- Prior experience building Customer Service / Support technology products.

- Strong understanding of AI applications in Customer Service including chatbots, voice bots, conversational AI, and automation.

- Experience managing ticketing platforms, agent tools, and knowledge systems.

- Understanding of CS metrics such as CSAT, AHT, FCR, and deflection.

- Experience working with engineering and data science teams.

Preferred Qualifications

- Experience in eCommerce, marketplaces, fintech, or consumer internet platforms.

- Experience implementing AI-driven automation such as voice bots, chatbots, and agent assist tools.

- Familiarity with platforms like Zendesk, Freshdesk, or Salesforce Service Cloud.

- Understanding of LLMs and generative AI applications in customer service.

Success in this Role

- Improved customer satisfaction (CSAT / NPS).

- Increased self-service and automation resolution rates.

- Reduced average handling time.

- Improved agent productivity.

- Reduced cost-to-serve