Product Manager (Customer Support)

TL;DR

Product Manager (Customer Support): Own and develop internal support tools, agent workflows, and customer-facing support experience with an accent on operational efficiency, automation, and AI-driven solutions. Focus on reducing support costs through metrics optimization, process automation, and translating recurring issues into product improvements.

Location: Remote with access to hubs in Dubai, Yerevan, London, and Belgrade.

Company

hirify.global in Telegram is a digital asset solution natively embedded into Telegram’s interface, offering Crypto hirify.global and TON hirify.global, backed by The Open Platform with 100M+ users aiming to reach 1BN+.

What you will do

• Own and develop internal Customer Support tools, agent workflows, and customer-facing support experience.
• Lead efficiency initiatives to reduce cost per ticket, manual workload, and complexity while maintaining speed, quality, and CSAT.
• Identify improvements using metrics, user feedback, contact reasons, agent insights, and ticket analysis.
• Automate processes and implement AI for self-service, ticket classification, routing, agent assistance, and case resolution.
• Optimize end-to-end support journeys for customers and agents, including self-service, AI bots, and human handoff.
• Collaborate with product, compliance, and operations teams to fix root causes and reduce contact rate.
• Manage backlog, discovery, delivery, product launches, and key metrics like CSAT, ART, TTR, SLA, and cost per ticket.

Requirements

• English: Upper-Intermediate or higher.
• 3+ years as Product Manager.
• Experience in Customer Support, support tooling, service operations, or customer experience optimization.
• Strong product discovery, prioritization, and data-driven mindset.
• Proven impact in process optimization with measurable efficiency, cost reduction, or automation results.
• Cross-functional collaboration experience.
• Experience with automation, AI tools, self-service, or agent-assist solutions.
• Solid understanding of support operations: ticket lifecycle, routing, escalation, SLA, quality control.
• Basic crypto/blockchain understanding (hands-on a plus).

Culture & Benefits

• Exponential business growth with non-bureaucratic, results-focused management.
• Regular performance reviews.
• Compensation for medical expenses, necessary equipment, and access to advanced AI models.
• 20 paid vacation days, 11 days off, 14 paid sick leave days annually.
• Access to internal conferences, English courses, and corporate events.