Product Manager - Customer Support Systems (Robotics)

Location: Pittsburgh, PA, United States; onsite five days a week

Salary: $165,000–$195,000 per year, plus potential equity awards and an annual performance-based bonus.

Company

hirify.global Robotics develops and deploys robots for direct-to-customer food production, helping improve efficiency, quality, and customer satisfaction in the food industry.

What you will do

• Own and refine a multi-year roadmap for customer support systems based on customer research, support data, operational needs, and company strategy.
• Design a scalable, tiered support model covering self-service, automation, frontline support, specialists, Engineering, and Field Service escalation.
• Build intelligent intake, issue classification, triage, routing, severity models, ownership rules, and escalation paths across robotics, KDS, Otter, and related integrations.
• Create knowledge tools, guided diagnostics, agent assistance, and playbooks that preserve context across support handoffs.
• Connect telemetry, logs, configurations, order and integration status, and customer history to support workflows.
• Define product artifacts and KPIs, including response and resolution time, first-contact resolution, self-service containment, routing accuracy, repeat issues, and cost to serve.

Requirements

• Bachelor’s degree in Engineering, Computer Science, Business, Product Design, Operations, or a related field.
• 7+ years of relevant experience, including 5+ years in product management for customer support technology, service operations, enterprise workflow, B2B SaaS, robotics, connected hardware/software, or similarly complex products.
• Experience turning ambiguous customer, agent, and operational problems into shipped products and workflows with measurable impact.
• Experience with service design, CRM or help-desk systems, knowledge management, omnichannel operations, incident management, or field-service workflows.
• Experience applying AI and automation to self-service, classification, routing, agent assistance, knowledge management, or safe remediation with human oversight.
• Strong analytical, systems-thinking, written, verbal communication, and stakeholder-influence skills.

Nice to have

• MBA or equivalent business experience.

Culture & Benefits

• Collaborative environment with guidance from experienced colleagues and managers.
• Medical, dental, and vision insurance, including HSA options.
• Company-paid life and disability insurance, with additional voluntary insurance options.
• 401(k), Health Savings Account, and Flexible Spending Accounts.
• Discretionary vacation days, paid holidays, sick time, bereavement leave, and parental leave.