Senior Product Manager- Customer Experience

Astra Tech; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A technology firm in Abu Dhabi is seeking a Senior Product Manager for Customer Support to define and lead the vision for a next-gen support platform. You'll own the integration of top-tier support tools and develop AI-driven solutions to enhance customer experiences. The ideal candidate has over 5 years of product management experience with a strong background in customer support systems and AI automation.

Qualifications

• 5+ years of product management experience, at least 3 years in customer support or automation.
• Proven experience integrating CS platforms.
• Strong track record building AI chatbots or voice agents.

Responsibilities

• Own the product vision and roadmap for customer support.
• Lead integration of support platforms.
• Build and scale AI chatbots and multilingual voice agents.

Skills

Product management experience

Customer support integration

AI chatbot development

Communication skills

Tools

Freshdesk

Zendesk

Microsoft Dynamics 365

Job description

About the Role

We are building the next evolution of Botim, a hyper-personalized app serving millions across the globe.

As a Senior Product Manager – Customer Support, you will lead the vision, strategy, and execution of Botim’s next-gen support platform. You will own the integration of world-class CS tools, the design of AI-first support flows, and the rollout of multilingual chatbots and voice agents that deliver empathetic, always-on support.

This is a pivotal role for a product leader who understands customer support systems and AI automation, and who can scale user support to millions while driving efficiency and trust.

Key Responsibilities

• Own the product vision and roadmap for Botim’s customer support ecosystem, spanning tools, automation, and AI.
• Lead integration of support platforms (e.g., Freshdesk, Dynamics 365) and streamline workflows for CS teams.
• Build and scale AI chatbots and multilingual voice agents for FAQs, account issues, transactions, and remittance support.
• Define escalation logic and seamless handoff between AI and human agents.
• Partner with CX, Operations, Fintech, and Compliance to automate high-volume journeys (e.g., KYC, remittance status, top-ups).
• Work with design/content to ensure support interactions are empathetic, clear, and aligned with Botim’s brand voice.
• Define and track KPIs: CSAT, resolution time, automation rate, containment %, and agent productivity.
• Ensure compliance with regulatory and data privacy standards.

Minimum Qualifications

• 5+ years of product management experience, with at least 3 years in customer support, service platforms, or automation tools.
• Proven experience integrating and scaling CS platforms (Freshdesk, Zendesk, Microsoft Dyanmics 365, or similar).
• Strong track record building AI chatbots or voice agents for high-volume user support.
• Technical understanding of APIs, workflow automation, and conversational AI.
• Data-driven mindset with experience tracking and improving CS KPIs.
• Excellent communication and cross-functional alignment skills.

Preferred Qualifications

• Experience designing multilingual or multi-channel support systems (in-app, web, IVR, WhatsApp, etc.).
• Knowledge of fintech or super-app user journeys (wallet, remittance, payments).
• Familiarity with NLP, conversational design, and AI evaluation loops (e.g., intent recognition, fallback handling).
• Exposure to AI/LLM-driven support platforms or CS automation frameworks.