Sr. Support Tools Product Manager
New
S
SamsaraSoftware, IoT
Remote - USFull-TimeSenior
Salary$115,430 — $174,600 USD
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Job Details
- Experience
- 5-8 years
- Required Skills
- Artificial IntelligenceProduct ManagementData analyticsCustomer supportSaaSLLM
Requirements
- 5-8 years of Customer Support tooling experience in a fast-paced SaaS environment.
- Bachelor's degree in a technical or business field, or equivalent practical work experience.
- Proven experience managing AI support tools or LLM-based platforms (e.g., Decagon, Happy Robot, Intercom Fin, or similar).
- Established subject matter expert in GTM tooling with a history of delivering substantial impact across multiple tools.
- Ability to translate complex customer and business problems into clear requirements and solutions.
- Experience leveraging AI to solve high-impact business problems.
- Strong analytical skills with the ability to analyze large datasets of conversation logs to identify patterns and root causes.
Responsibilities
- Lead deep user research to identify, document, and anticipate core customer support pain points and future GTM tooling needs.
- Draft comprehensive Product Requirements Documents (PRDs) and design artifacts, including wireframes.
- Oversee feature execution and drive rigorous usability testing in collaboration with GTM, Sales Ops, and AI + Data Analytics teams.
- Coordinate all aspects of release, including change management, enablement programs, and documentation.
- Define and track key performance indicators and adoption metrics to measure business impact and inform roadmap iterations.
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