Senior Product Manager - Customer Support
Customer Support at Superbet is not a cost center-it’s a strategic differentiator. As we scale internationally, delivering fast, seamless, and high-quality support becomes critical to earning customer trust and driving long-term growth. This role sits at the center of that transformation. We’re looking for a Senior Product Manager to rethink support from the ground up-blending AI-driven automation with exceptional human experiences-to build a world-class support product. You’ll own a high-impact, high-visibility domain, applying cutting-edge AI (LLMs, automation, proactive support) to solve real customer problems at scale, while laying the foundations for how support operates in the future.
- Define and execute a multi-year product vision for Customer Support that balances automated efficiency with human-centric care.
- Support Automation: Design and scale intelligent, AI-powered self-service experiences that resolve customer issues before they even reach an agent.
- Agent Experience (AX): Build best-in-class internal tools and workflows that empower support agents to deliver faster, higher-quality resolutions at scale.
- Leading the development of chatbots, help centres, and automated workflows that drive high self-service resolution rates.
- Partner with Support Operations to build a world-class agent desktop that reduces Average Handle Time (AHT) and improves Agent Satisfaction.
- Monitor and optimize key performance indicators, including CSAT (Customer Satisfaction), AHT, First Response Time, and Deflection Rate.
- Collaborate closely with Engineering, Design, Data Science, and Global Support Operations to deliver integrated solutions.
- 5+ years of product management experience, preferably in Customer Experience (CX), CRM, or internal tooling.
- Experience with AI/ML applications in support (e.g., NLP, LLMs) and integrating third-party support platforms (e.g., Zendesk, Intercom or similar).
- Ability to break down complex operational workflows into data-driven product requirements.
- Exceptional ability to communicate vision and technical concepts to both executive leadership and frontline agents.
Superbet, which operates under the Super Technologies banner, is a multinational sports betting and gaming group founded in 2008 in Romania by Sacha Dragic. Headquartered in Bucharest, it began with retail betting shops and has grown into one of the leading omni-channel betting operators in Central and Eastern Europe, with a strong focus on digital products. The group employs more than 5,000 people and operates across around a dozen European markets as well as Brazil. Its offices span Romania, Poland, Serbia, the UK, the Netherlands, Belgium, Spain, Croatia, Brazil, Malta and Gibraltar.
