Currently Empty: $0
Description
About the role
Here, users rely on support in moments that directly impact their experience — from resolving trip issues to accessing accounts or payments. These interactions play a key role in shaping trust across our platform, which serves over 200M users across multiple verticals and markets. As a Senior Product Manager, you will own the end-to-end user-facing support experience, including how users discover help, describe issues, interact with support channels, and track resolution. You will be responsible for a high-volume product surface handling millions of interactions each month, including live chat, self-serve tools, and intake flows. Your role will focus on continuously improving quality while balancing operational efficiency and cost-to-serve.
Main tasks and responsibilities:
Defining product strategy and roadmap for the Support Experience domain, covering help discovery, live chat, self-serve solutions, and case transparency.
Designing and improving user journeys for accessing support, including routing between self-serve, automated, and human-assisted channels.
Collaborating with cross-functional teams, including Support Automation and agent tooling teams, to deliver seamless end-to-end experiences.
Running experiments and analysing results to inform product decisions, including impact on user experience and business metrics.
Balancing user experience quality with cost-to-serve, using data to guide trade-offs and improvements.
Acting as the main point of contact for Support Experience, aligning stakeholders and providing regular updates across product, operations, and leadership teams.
About you:
You have demonstrated experience in product management, with ownership of consumer-facing products at scale.
You have a strong understanding of support, customer experience, or user journey design, ideally in multi-sided platforms.
You have experience balancing user experience with operational or business metrics, including cost-related considerations.
You have experience working with data and experimentation to inform product decisions.
You have strong communication skills, enabling effective collaboration across technical and non-technical stakeholders.
You have familiarity with AI-driven support solutions, real-time systems, or customer support tooling.
Are you interested in this position?
Apply by clicking on the “Apply Now” Button below!
#JobsHubEstonia #GlobalRecrument
#CareerOpportunities #HiringNow
#JobSeekersNetwork #EstoniaJobs
#RecruitmentServices #EmploymentPortal
Related Jobs
Description About the role As Principal Product Manager, you will own this transition end to end. You will define the roadmap, build a cross-functional pod of engineers, data scientists, and specialists, and be accountable for...
Remote
Description ABOUT THE JOB You help ensure the smooth daily operation of the Selver store and a positive customer experience. This job is suitable for you if you are conscientious and enjoy a fast-paced work...
Remote
Description About the role Here, every ride order flows through our matching system. The quality of each allocation shapes platform-wide outcomes, affecting how quickly riders are picked up, how efficiently drivers earn, and how well...
Remote
×