Staff Product Manager - Customer Support
Super Technologies is seeking a Staff Product Manager to lead the transformation of its customer support function. This senior individual contributor role involves rethinking support from the ground up by blending AI-driven automation with exceptional human experiences. The successful candidate will own the support product as a business, setting a multi-year strategic direction and ensuring the platform scales effectively across international markets.
The role requires a strategic leader who can build robust business cases for investment, apply frontier AI technologies to real-world customer problems, and act as a key advisor to leadership. The Staff Product Manager will be responsible for balancing automated efficiency with human-centric care, ensuring that support serves as a strategic differentiator for the company.
- Define and own a multi-year product vision and strategy for Customer Support that balances automated efficiency with human-centric care, and translate it into a roadmap the wider business can plan against.
- Build the investment case for that roadmap - including the case for additional resources - and defend it with leadership on the numbers.
- Understand and pre-empt how competitor support experiences shift customer expectations, and shape our response rather than react to it.
- Design and scale intelligent, AI-powered self-service that resolves customer issues before they ever reach an agent.
- Build best-in-class internal tools and workflows that let agents deliver faster, higher-quality resolutions at scale.
- Lead development of chatbots, help centres and automated workflows that drive high self-service resolution rates, running experiments to prove what actually works.
- Partner with Support Operations to build a world-class agent desktop that reduces Average Handle Time (AHT) and improves Agent Satisfaction.
- Define what good looks like across CSAT, AHT, First Response Time, Deflection Rate and cost-to-serve, and make sure the tracking exists to prove it.
- Ship the whole experience, not just the release: trigger and lead your commercial, GTM, brand and operations counterparts so support lands consistently in every market.
- Problem-solve cost and quality underperformance alongside commercial counterparts, with clear accountability and no excuses.
- Anticipate delivery and operational risk across the domain, surface it early, and escalate without being asked.
- Role-model cross-functional collaboration with Engineering, Design, Data Science and Global Support Operations - and push for a high-performance culture in how the group works.
- Help other PMs sharpen their hypotheses, specs and experiment design in and beyond your area.
- 8+ years of product management experience, ideally including Customer Experience (CX), conversational AI or internal tooling at scale (required).
- A track record of owning a domain end-to-end and being accountable for its commercial outcomes - not just its shipped features (required).
- Deep experience applying AI/ML in a support context (NLP, LLMs, retrieval, agentic workflows) and integrating third-party platforms such as Zendesk, Intercom or similar - including knowing when to buy, when to build, and how to argue that case (required).
- Ability to build a business case: sizing an opportunity, quantifying the cost-to-serve impact, and securing headcount or investment against competing priorities (required).
- Ability to break down complex, multi-market operational workflows into data-driven product requirements, and to get most insights you need from the data yourself (required).
- Comfort making decisive calls in ambiguity, with incomplete information, and defending them - while remaining open to being wrong (required).
- Exceptional communication: you can hold a room with executive leadership, a frontline agent, and an engineering team in the same week, and land the same message in each (required).
- Experience role-modelling product craft for others - mentoring PMs, raising the standard of discovery, specs and experimentation across a group rather than a single team (required).
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.