Job Details

Product Manager for Customer Support at Wallet. Salary: $63k - $102k. Responsibilities include developing internal tools, agent workflows, and customer-facing support experience, leading operational efficiency initiatives, and optimizing support journeys.

Own and develop internal Customer Support tools, agent workflows, and customer-facing support experience. Lead operational efficiency initiatives to reduce cost per ticket, manual workload, and operational complexity without compromising speed, resolution quality, or CSAT. Identify improvement opportunities using support metrics, user feedback, contact reasons, agent insights, and ticket analysis. Automate manual support processes and implement AI-based solutions for self-service, ticket classification, routing, agent assistance, and repetitive case resolution. Translate recurring support issues into product improvements, automation opportunities, and operational process changes. Optimize end-to-end support journeys for both customers and agents, including self-service, AI bot flows, human handoff, and resolution. Work with cross-functional product, compliance, and operations teams to reduce contact rate by identifying and fixing root causes of support requests. Manage backlog, discovery, delivery, and product launches. Track and improve key support metrics: CSAT, ART, TTR, SLA, fallback rate, contact rate, automation rate, and cost per ticket.

3+ years of experience as a Product Manager. Experience in Customer Support, support tooling, service operations, or customer experience optimization. Strong product discovery and prioritization skills, data-driven mindset. Proven impact in optimizing operational processes, with measurable results in efficiency, cost reduction, automation, speed, or quality. Experience working cross-functionally with multiple stakeholders. Experience with automation, AI tools, self-service products, or agent-assist solutions. Solid understanding of end-to-end support operations, including ticket lifecycle, routing, escalation, SLA management, quality control, and workforce/process constraints. Basic understanding of crypto / blockchain (hands-on experience is a plus).