Product Manager Customer Support

About the role

This Product Manager role at Wallet focuses on improving the customer support experience and operational efficiency. The position involves developing internal tools for customer support agents and refining customer-facing support interactions. A key aspect of the work is to reduce operational costs and manual tasks without negatively impacting the speed or quality of support resolution.

The role requires identifying areas for improvement by analyzing support metrics, user feedback, and agent insights. A significant part of the job involves automating manual processes and integrating AI-based solutions for self-service, ticket classification, and agent assistance. The goal is to optimize the entire support journey for both customers and agents, from initial contact to resolution.

Success in this position means translating recurring support issues into product enhancements and operational changes. The Product Manager will collaborate with various teams, including product, compliance, and operations, to address the root causes of support requests and reduce overall contact rates. Managing the product backlog, discovery phases, delivery, and launches are also core responsibilities, with a focus on improving key support metrics like CSAT and automation rates.

The annual salary for this position is between $63,000 and $102,000 USD.

Skills that matter here

• Product Manager: This role requires at least three years of experience in product management, focusing on developing and launching products.
• Customer Support: Experience in customer support, support tooling, or service operations is essential for understanding the domain this role addresses.
• product discovery and prioritization: The role demands strong skills in identifying new product opportunities and deciding which initiatives to pursue first.
• optimizing operational processes: A proven track record in improving operational efficiency, including cost reduction and automation, is necessary for this position.
• automation, AI tools, self-service products, or agent-assist solutions: This role involves implementing and managing solutions that leverage automation and AI to enhance support processes.
• crypto / blockchain: A basic understanding of crypto or blockchain technology is required, with hands-on experience being a plus.

Who this role suits

• A person who is data-driven and uses metrics and feedback to identify improvement opportunities.
• Someone who thrives in a cross-functional environment, collaborating with various teams to achieve common goals.
• An individual with a strong focus on operational efficiency and a track record of implementing solutions that reduce costs and manual effort.
• A candidate who is adept at translating complex support issues into actionable product and process improvements.

From the employer

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

• 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).