Product Manager Customer Support

About the role

This role centers on improving the customer support experience and operational efficiency at Wallet. The Product Manager will take ownership of internal support tools and agent workflows, alongside the customer-facing support journey. A core responsibility involves identifying areas for improvement through metrics, user feedback, and ticket analysis to reduce costs and manual effort without compromising service quality.

A key part of this position is leading initiatives to automate support processes and implement AI-based solutions. This includes self-service options, ticket classification, routing, and agent assistance. The Product Manager will translate recurring support issues into tangible product improvements and operational changes, optimizing the entire support journey from initial contact to resolution.

Success in this role means continuously tracking and improving key support metrics such as customer satisfaction, average resolution time, and cost per ticket. The Product Manager will collaborate with various cross-functional teams, including product, compliance, and operations, to address the root causes of support requests and reduce the overall contact rate.

The annual salary for this position ranges from $63,000 to $102,000 USD.

Skills that matter here

• Product Manager: This role requires at least three years of experience in product management, focusing on discovery, prioritization, and delivery.
• Customer Support: Experience in customer support, support tooling, or service operations is essential for understanding the domain.
• data-driven mindset: The role demands a data-driven approach to identify improvement opportunities and track key support metrics.
• optimizing operational processes: A proven track record in optimizing operational processes with measurable results in efficiency or cost reduction is required.
• automation, AI tools, self-service products, or agent-assist solutions: Experience with these technologies is necessary to implement solutions for efficiency and improved customer experience.
• crypto / blockchain: A basic understanding of crypto or blockchain technology is needed, with hands-on experience being a plus.

Who this role suits

• Someone who thrives on using data to identify problems and drive solutions.
• An individual with a strong background in improving operational efficiency and customer experience.
• A person who enjoys collaborating with various teams to achieve shared goals.
• Someone who is comfortable managing a product backlog and leading product launches.

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).