Product Manager Customer Support
8.0/10
Wallet
$63,000 – $102,000 USD
Remote
mid
27 days ago
productsupporttechweb3deficryptonft
AI Summary
The vacancy is well-defined with clear responsibilities and requirements, but lacks some details on tools and company context.
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Description
Responsibilities
- •Own and develop internal Customer Support tools, agent workflows, and customer-facing support experience.
- •Lead operational efficiency initiatives to reduce cost per ticket, manual workload, and operational complexity without compromising speed, resolution quality, or CSAT.
- •Identify improvement opportunities using support metrics, user feedback, contact reasons, agent insights, and ticket analysis.
- •Automate manual support processes and implement AI-based solutions for self-service, ticket classification, routing, agent assistance, and repetitive case resolution.
- •Translate recurring support issues into product improvements, automation opportunities, and operational process changes.
- •Optimize end-to-end support journeys for both customers and agents, including self-service, AI bot flows, human handoff, and resolution.
- •Work with cross-functional product, compliance, and operations teams to reduce contact rate by identifying and fixing root causes of support requests.
- •Manage backlog, discovery, delivery, and product launches.
- •Track and improve key support metrics: CSAT, ART, TTR, SLA, fallback rate, contact rate, automation rate, and cost per ticket.
Requirements
Requirements
- •3+ years of experience as a Product Manager.
- •Experience in Customer Support, support tooling, service operations, or customer experience optimization.
- •Strong product discovery and prioritization skills, data-driven mindset.
- •Proven impact in optimizing operational processes, with measurable results in efficiency, cost reduction, automation, speed, or quality.
- •Experience working cross-functionally with multiple stakeholders.
- •Experience with automation, AI tools, self-service products, or agent-assist solutions.
- •Solid understanding of end-to-end support operations, including ticket lifecycle, routing, escalation, SLA management, quality control, and workforce/process constraints.
- •Basic understanding of crypto / blockchain (hands-on experience is a plus).
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