Senior Product Manager (Support Experience)

TL;DR

Senior Product Manager (Support Experience): Designing and optimizing the end-to-end user-facing support journey across multiple verticals with an accent on self-serve tools, live chat, and intake flows. Focus on balancing user experience quality with operational cost-to-serve while scaling systems for millions of users.

Location: Hybrid (Warsaw, Poland or Tallinn, Estonia). Requires at least 12 monthly in-office days.

Company

hirify.global is one of the fastest-growing tech companies in Europe and Africa, providing urban mobility and delivery services in over 50 countries.

What you will do

• Define product strategy and roadmap for the Support Experience domain, focusing on help discovery and case transparency.
• Design and improve user journeys for accessing support and routing between automated and human channels.
• Collaborate with Support Automation and agent tooling teams to deliver seamless end-to-end experiences.
• Run experiments and analyze results to drive product decisions based on UX and business metrics.
• Optimize the balance between user experience quality and operational cost-to-serve.
• Align stakeholders and provide regular updates to product, operations, and leadership teams.

Requirements

• Proven experience in product management owning consumer-facing products at scale.
• Strong understanding of support, customer experience, or user journey design in multi-sided platforms.
• Experience using data and experimentation to inform product decisions.
• Ability to balance user experience with operational and business metrics.
• Strong communication skills for collaborating with technical and non-technical stakeholders.
• Daily use of AI tools is a baseline expectation for this role.

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.
• Hybrid work model blending flexibility with in-person collaboration.
• Annual company events and regular team gatherings.