Product Manager (CX tool)
BrainRocket is seeking a Product Manager to lead the development of a proprietary customer support system tailored to the company's operational and customer-facing teams. This role offers the opportunity to build a best-in-class CX solution from the ground up, moving beyond off-the-shelf platforms to create a custom engine that outperforms standard software.
The Product Manager will be responsible for defining the platform vision, overseeing the end-to-end development of the CX system, and ensuring it is scalable and production-ready. Key responsibilities include understanding internal support team workflows to optimize agent efficiency, collaborating with engineering and design teams to deliver user-friendly support features, and designing the toolset with a "Product-as-a-Service" mindset for potential external B2B use. Additionally, the role involves building feedback loops to monitor tool effectiveness and leading the migration from legacy or third-party tools to the in-house solution.
Candidates should have at least 3 years of product management experience, specifically in building or scaling SaaS products within the CX, CRM, or Contact Center (CCaaS) domains. A proven track record of designing systems from scratch, particularly products similar to LivePerson, Zendesk, Salesforce Service Cloud, or Kustomer, is essential. The role requires deep understanding of omnichannel support, ticketing logic, agent desktop optimization, and the ability to collaborate with engineers on API design and integration logic. Strong operational mindset, data-driven approach, and exceptional stakeholder management skills are also necessary.
Preferred qualifications include experience in the iGaming, FinTech, or online entertainment industries, as well as experience scaling tools to handle multi-language, multi-brand, and multi-jurisdiction environments. Experience implementing large language models or chatbots for automated customer resolution is also advantageous.
BrainRocket offers a dynamic and innovative work environment where ambitious professionals can thrive. The company values bold moves and provides opportunities for employees to shape and launch products that make a significant impact.