Responsibilities

Own the vision, strategy, and detailed product requirements for systems that enable Lab37 to support customers and field-deployed operations at scale. Translate customer, support-agent, and operational insights into a prioritized roadmap spanning self-service, automation, human workflows, case management, triage, and escalation.
Own and refine a multi-year customer support systems roadmap: Ground priorities in customer research, support data, operational needs, and Lab37's strategic goals.
Design a scalable, tiered support model: Define experiences and handoffs across self-service, automated resolution, frontline support, specialists, and Engineering or Field Service escalation.
Build intelligent intake, triage, and routing: Establish the issue taxonomy, severity model, ownership rules, and escalation paths across robotics, KDS, Otter, and related integrations.
Create automated and human-assisted support experiences: Deliver knowledge tools, guided diagnostics, agent assistance, and playbooks that recommend next steps and preserve context through every handoff.
Connect support workflows to system context: Bring telemetry, logs, configurations, order and integration status, and customer history into the tools used to diagnose and resolve issues.
Lead discovery and maintain product artifacts: Author PRDs, service blueprints, user stories, acceptance criteria, and success metrics informed by customers, operators, support agents, and field teams.
Define, monitor, and analyze KPIs: Measure customer experience, response and resolution time, first-contact resolution, self-service containment, routing accuracy, repeat issues, and cost to serve; translate patterns into root-cause improvements and roadmap priorities.
What we are looking for
Bachelor's degree in Engineering, Computer Science, Business, Product Design, Operations, or a related field; MBA or equivalent business experience a plus.
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.
Proven track record turning ambiguous customer, agent, and operational problems into shipped products and workflows with measurable impact.

Product Manager - Customer Support Systems at Cssmerge · LumiJobs

Product Manager - Customer Support Systems

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Cssmerge

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