Senior Product Manager (Support Experience)

TL;DR

Senior Product Manager (Support Experience): Defining and executing the product strategy for user-facing support systems with an accent on help discovery, self-serve tools, and live chat. Focus on optimizing user journeys and balancing high-quality support experience with operational efficiency at scale.

Location: Tallinn, Estonia (Hybrid: minimum 12 in-office days per month)

Company

hirify.global is one of the fastest-growing tech companies in Europe and Africa, providing urban mobility and delivery services to over 200 million customers.

What you will do

• Define product strategy and roadmap for the Support Experience domain, including help discovery and live chat.
• Design and improve user journeys for accessing support across self-serve, automated, and human channels.
• Collaborate with Support Automation and agent tooling teams to ensure seamless end-to-end experiences.
• Run experiments and analyze results to drive data-informed product decisions.
• Optimize the balance between user experience quality and cost-to-serve metrics.
• Align stakeholders and provide regular updates to leadership and operations teams.

Requirements

• Demonstrated experience in product management for consumer-facing products at scale.
• Strong understanding of customer experience (CX) or user journey design, ideally in multi-sided platforms.
• Experience balancing user experience with operational and business metrics.
• Proficiency in using data and experimentation to inform product decisions.
• Strong communication skills for collaboration with technical and non-technical stakeholders.
• Must be based in or able to work from Tallinn, Estonia.

Nice to have

• Familiarity with AI-driven support solutions or real-time systems.
• Experience with customer support tooling.

Culture & Benefits

• Competitive salary and stock options.
• Comprehensive wellness perks for physical and mental health.
• 1-month paid sabbatical after 5 years of tenure.
• Annual company events and smaller team gatherings.
• Hybrid work model combining flexibility with in-person collaboration.