Lead Product Manager, Customer Support

We are looking for a senior product manager to take full ownership of the customer support experience and related internal tooling. This role is suited to someone who thrives in a fast-moving environment, can work with a high degree of independence, and is comfortable turning operational challenges into product strategy. You will be responsible for the support roadmap, from short-term priorities through longer-range planning. The work centers on improving how customers are served during support interactions, with a focus on faster resolution, stronger self-service, better agent tooling, and thoughtful use of automation. You will partner closely with operations, customer experience, design, and engineering to identify pain points, define solutions, and deliver measurable improvements. A strong analytical mindset is important. You will use support data to understand where demand is coming from, what is driving repeat contacts, and which changes create the greatest impact. You should also be able to evaluate external vendors and internal build options, including modern AI-enabled tools, with a practical view of customer experience and operational value. This position requires someone who can balance immediate execution with long-term product vision. The right candidate will bring a clear point of view, strong communication skills, and the ability to influence stakeholders while keeping the team focused on outcomes that matter to both customers and the business.