Senior Product Manager - Customer Support

Superbet; Madrid; Presencial; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

Superbet is seeking a Senior Product Manager in Madrid to lead the transformation of Customer Support by integrating AI and enhancing user experiences. The role involves designing self-service solutions, building tools for support agents, and optimizing performance metrics like customer satisfaction and response times. Ideal candidates will have over 5 years in product management with expertise in CX and AI applications. Join Superbet to make a significant impact on customer trust and support innovation.

Formación

• 5+ years of product management experience, preferably in Customer Experience (CX), CRM, or internal tooling.
• Experience with AI/ML applications in support and integrating third-party support platforms.
• Ability to break down complex operational workflows into data-driven product requirements.
• Exceptional ability to communicate vision and technical concepts to both executive leadership and frontline agents.

Responsabilidades

• Define and execute a multi-year product vision for Customer Support.
• Design and scale intelligent, AI-powered self-service experiences.
• Build best-in-class internal tools empowering support agents.
• Lead development of chatbots and automated workflows.
• Monitor and optimize key performance indicators such as CSAT and AHT.

Conocimientos

Product management experience

AI/ML applications

Communication skills

Data-driven product requirements

Herramientas

Zendesk

Intercom

Descripción del empleo

We are on a mission to pioneer the world’s next era of play. As we grow across Europe and Latin America, we’re building The Playstack – the technology powering the next generation of sports, gaming, and fan experiences. Join us, and help make it the most widely used platform in the world! From operations, to marketing, to product, we are looking for talented people who will shape how millions of customers play, watch, and connect every day.

Customer Support – Senior Product Manager

Customer Support at Superbet is not a cost center—it’s a strategic differentiator. As we scale internationally, delivering fast, seamless, and high‑quality support becomes critical to earning customer trust and driving long‑term growth. This role sits at the center of that transformation.

We’re looking for a Senior Product Manager to rethink support from the ground up—blending AI‑driven automation with exceptional human experiences—to build a world‑class support product. You’ll own a high‑impact, high‑visibility domain, applying cutting‑edge AI (LLMs, automation, proactive support) to solve real customer problems at scale, while laying the foundations for how support operates in the future.

Responsibilities

• Define and execute a multi‑year product vision for Customer Support that balances automated efficiency with human‑centric care.
• Design and scale intelligent, AI‑powered self‑service experiences that resolve customer issues before they even reach an agent.
• Build best‑in‑class internal tools and workflows that empower support agents to deliver faster, higher‑quality resolutions at scale.
• Lead the development of chatbots, help centres, and automated workflows that drive high self‑service resolution rates.
• Partner with Support Operations to build a world‑class agent desktop that reduces Average Handle Time (AHT) and improves Agent Satisfaction.
• Monitor and optimize key performance indicators, including CSAT, AHT, First Response Time, and Deflection Rate.
• Collaborate closely with Engineering, Design, Data Science, and Global Support Operations to deliver integrated solutions.

Qualifications

• 5+ years of product management experience, preferably in Customer Experience (CX), CRM, or internal tooling.
• Experience with AI/ML applications in support (e.g., NLP, LLMs) and integrating third‑party support platforms (e.g., Zendesk, Intercom or similar).
• Ability to break down complex operational workflows into data‑driven product requirements.
• Exceptional ability to communicate vision and technical concepts to both executive leadership and frontline agents.