Senior Support Tools PM — Remote-First, AI-Driven GTM Tools

Samsara; Toronto; Hybrid; CAD 122,400 - 158,400; Full time

Benefits offered by this job

Flexible working options

Health benefits

Employee-led remote working

Job summary

A technology company in Toronto is seeking a Sr. Support Tools Product Manager to lead the strategy and execution for core support tools. This role involves driving user research, drafting Product Requirements Documents, and managing AI support tools. Candidates should have 5-8 years of customer support experience in a fast-paced SaaS environment and possess strong analytical skills. This position offers a competitive salary between $122,400 and $158,400 CAD, and fosters a culture of inclusion and flexibility.

Qualifications

• 5-8 years of Customer Support tooling experience in a fast-paced SaaS environment.
• Proven experience managing AI support tools or LLM-based platforms.
• Ability to look at large datasets of conversation logs to identify patterns.

Responsibilities

• Lead user research to identify core customer support pain points.
• Draft Product Requirements Documents and design artifacts.
• Oversee feature execution and drive usability testing.

Skills

Customer Support tooling experience

AI management experience

Analytical skills

Ability to translate requirements

Team collaboration

Education

Bachelor’s degree in a technical or business field

Tools

AI support tools

Job description

A technology company in Toronto is seeking a Sr. Support Tools Product Manager to lead the strategy and execution for core support tools. This role involves driving user research, drafting Product Requirements Documents, and managing AI support tools. Candidates should have 5-8 years of customer support experience in a fast-paced SaaS environment and possess strong analytical skills. This position offers a competitive salary between $122,400 and $158,400 CAD, and fosters a culture of inclusion and flexibility.