Product Manager (CX tool)

2 hours, 2 minutes ago
Full-time
Mid Level
Product Management
BrainRocket

BrainRocket

BrainRocket is an innovative IT software development company based in Cyprus, dedicated to providing cutting-edge solutions and services to clients worldwide. With a focus on creating a healthy and united work environment, BrainRocket attracts talented...

Internet Software & Services
251-1K
Founded 2020

Description

  • Lead the end-to-end development of a custom-built customer experience platform from discovery through production.
  • Understand the workflows of internal support teams such as CS, VIP, and Risk to automate friction and improve efficiency.
  • Define the long-term product vision and roadmap for proprietary CX systems.
  • Work closely with engineering, design, and operations to deliver scalable, maintainable, and user-friendly support features.
  • Design the platform with future external B2B use cases in mind.
  • Build feedback loops to measure tool effectiveness through metrics such as response time, AI/bot deflection, CSAT, and NPS.
  • Champion internal adoption and manage the migration from legacy or third-party tools to the in-house solution.

Requirements

  • 3+ years of product management experience building or scaling SaaS products in CX, CRM, or CCaaS.
  • Experience designing systems from scratch, ideally on products similar to LivePerson, Zendesk, Salesforce Service Cloud, or Kustomer.
  • Deep understanding of omnichannel support across chat, email, and voice.
  • Knowledge of ticketing logic and agent desktop optimization.
  • Ability to partner with engineers on API design, data schemas, and integration logic.
  • Strong operational mindset focused on improving metrics such as Average Handle Time and First Response Time.
  • Fluency in CX KPIs and continuous improvement loops.
  • Exceptional stakeholder management and the ability to translate business goals into technical specifications.
  • Background in iGaming, FinTech, or online entertainment is preferred.
  • Experience scaling tools for multi-language, multi-brand, and multi-jurisdiction environments is preferred.
  • Experience implementing LLMs or chatbots for automated customer resolution is preferred.

Interested in this position?

Apply directly on the company website

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