Senior Product Manager (Support Experience)

TL;DR

Senior Product Manager (Support Experience): Own the end-to-end user-facing support experience, including help discovery, live chat, self-serve tools, and case transparency with an accent on high-volume product surfaces and continuous quality improvements. Focus on designing complex user journeys across automated and human-assisted channels, running experiments, and balancing user experience quality with cost-to-serve trade-offs.

Company

Bolt is a global mobility platform helping people move through cities.

What you will do

• Define product strategy and roadmap for the Support Experience domain (help discovery, live chat, self-serve, case transparency).
• Design and improve user journeys for accessing support, including routing between self-serve, automated, and human-assisted channels.
• Collaborate with cross-functional teams (including Support Automation and agent tooling) to deliver seamless end-to-end experiences.
• Run experiments and analyze results to drive product decisions using user experience and business metrics.
• Balance support quality with operational efficiency and cost-to-serve using data-informed trade-offs.
• Act as the main point of contact for Support Experience, aligning stakeholders and providing regular updates.

Requirements

• Proven product management experience owning consumer-facing products at scale.
• Strong understanding of support, customer experience, or user journey design, ideally for multi-sided platforms.
• Experience balancing user experience with operational or business metrics, including cost considerations.
• Experience using data and experimentation to inform product decisions.
• Strong communication skills for collaboration across technical and non-technical stakeholders.
• Familiarity with AI-driven support solutions, real-time systems, or customer support tooling.

Culture & Benefits

• Hybrid model with in-person collaboration (at least 12 monthly in-office days).
• Wellness perks for physical and mental health.
• 5 years at Bolt includes a 1-month paid sabbatical.
• Annual company events and smaller team gatherings.
• Salary and stock options, with additional growth opportunities.

Hiring process

• Complete the application form and submit required details.
• Participate in interviews to evaluate product ownership, communication, and experience with support/experimentation.
• Final steps include discussions aligned to role expectations and collaboration style.