Product Manager (AI)

TL;DR

Product Manager (AI): Developing and optimizing internal Customer Support tools and agent workflows for Wallet in Telegram with an accent on AI-driven automation and operational efficiency. Focus on reducing support costs, implementing AI-based self-service solutions, and improving key metrics like CSAT and TTR.

Location: Remote (access to hubs in Dubai, Yerevan, London, and Belgrade)

Company

hirify.global develops Wallet in Telegram, a digital asset solution natively embedded in Telegram with over 100M user accounts.

What you will do

• Own and develop internal Customer Support tools, agent workflows, and customer-facing support experiences.
• Lead operational efficiency initiatives to reduce cost per ticket and manual workload without compromising quality.
• Implement AI-based solutions for self-service, ticket classification, routing, and agent assistance.
• Translate recurring support issues into product improvements and operational process changes.
• Optimize end-to-end support journeys for both customers and agents, including AI bot flows and human handoff.
• Track and improve key metrics: CSAT, ART, TTR, SLA, automation rate, and cost per ticket.

Requirements

• 3+ years of experience as a Product Manager.
• Experience in Customer Support, support tooling, or customer experience optimization.
• Proven track record of optimizing operational processes with measurable results in efficiency or cost reduction.
• Experience with automation, AI tools, or agent-assist solutions.
• Basic understanding of crypto and blockchain.
• English: Upper-Intermediate or higher

Culture & Benefits

• Non-bureaucratic management focused on results and regular performance reviews.
• Remote setup with optional access to global company hubs.
• Compensation for medical expenses and provision of necessary equipment.
• Access to advanced AI models via mira.tg.
• Generous time off: 20 working days of paid vacation, 11 days off, and 14 days of paid sick leave annually.
• Access to internal conferences, English courses, and corporate events.