Staff Product Manager - Customer Support

Super; Madrid; Presencial; EUR 120.000 - 150.000; Jornada completa

Descripción de la vacante

Super, a global tech group, seeks a Staff Product Manager for Customer Support to own end-to-end vision and roadmap, blending AI automation with human-centric care. You’ll shape multi-market strategy, justify investments, and lead cross-functional teams across engineering, design, and data science.

You’ll drive CX initiatives, define success metrics, and raise the bar for how product is practiced, mentoring PMs and guiding discovery across the group.

Formación

• 8+ years of product management experience, ideally CX, conversational AI or internal tooling at scale.
• Owns a domain end-to-end and is accountable for its commercial outcomes.
• Deep experience applying AI/ML in a support context and integrating platforms like Zendesk or Intercom.
• Ability to build a business case and quantify cost-to-serve impact.
• Breaks down multi-market operational workflows into data-driven product requirements.
• Comfort making decisive calls in ambiguity and defending them.
• Exceptional communication with executives, agents and engineers.
• Mentors PMs and raises the standard of discovery, specs and experimentation.

Responsabilidades

• Define and own a multi-year product vision and strategy for Customer Support.
• Build an investment case for the roadmap and defend it with leadership.
• Anticipate competitor moves and shape our response.

Conocimientos

PM experience

CX

AI/ML in support

Domain ownership

Zendesk/Intercom

Business case

Data-driven requirements

Decision making

Communication

Mentoring PMs

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 at Super isn't a cost centre — it's a strategic differentiator. As we scale internationally, fast, seamless, high-quality support is what earns customer trust and compounds into long-term growth. This role sits at the centre of that transformation.

We're looking for a Staff Product Manager to rethink support from the ground up — blending AI-driven automation with exceptional human experiences — and to own the support product as a business, not just a backlog.

This is a senior individual contributor role. You'll own a high-visibility domain end-to-end: setting the multi-year direction, making the investment case for it, applying frontier AI (LLMs, agentic automation, proactive support) to real customer problems at scale, and raising the bar for how product is practised around you. You'll be the person leadership turns to when the answer isn't obvious.

We’re looking for someone with:

• 8+ years of product management experience, ideally including Customer Experience (CX), conversational AI or internal tooling at scale.
• A track record of owning a domain end-to-end and being accountable for its commercial outcomes — not just its shipped features.
• Deep experience applying AI/ML in a support context (NLP, LLMs, retrieval, agentic workflows) and integrating third-party platforms such as Zendesk, Intercom or similar — including knowing when to buy, when to build, and how to argue that case.
• Ability to build a business case: sizing an opportunity, quantifying the cost-to-serve impact, and securing headcount or investment against competing priorities.
• Ability to break down complex, multi-market operational workflows into data-driven product requirements, and to get most insights you need from the data yourself.
• Comfort making decisive calls in ambiguity, with incomplete information, and defending them — while remaining open to being wrong.
• Exceptional communication: you can hold a room with executive leadership, a frontline agent, and an engineering team in the same week, and land the same message in each.
• Experience role-modelling product craft for others — mentoring PMs, raising the standard of discovery, specs and experimentation across a group rather than a single team.

What you'll be doing

Own the direction

• Define and own a multi-year product vision and strategy for Customer Support that balances automated efficiency with human‑centric care, and translate it into a roadmap the wider business can plan against.
• Build the investment case for that roadmap — including the case for additional resources — and defend it with leadership on the numbers.
• Understand and pre‑empt how competitor support experiences shift customer expectations, and shape our response rather than react to it.

Own the product

• Support Automation: design and scale intelligent, AI‑powered self‑service that resolves customer issues before they ever reach an agent.
• Agent Experience (AX): build best‑in‑class internal tools and workflows that let agents deliver faster, higher‑quality resolutions at scale.
• Lead development of chatbots, help centres and automated workflows that drive high self‑service resolution rates, running experiments to prove what actually works.
• Partner with Support Operations to build a world‑class agent desktop that reduces Average Handle Time (AHT) and improves Agent Satisfaction.
• Set the metrics — don't just monitor them. Define what good looks like across CSAT, AHT, First Response Time, Deflection Rate and cost‑to‑serve, and make sure the tracking exists to prove it.

Own the outcome

• Ship the whole experience, not just the release: trigger and lead your commercial, GTM, brand and operations counterparts so support lands consistently in every market.
• Problem‑solve cost and quality underperformance alongside commercial counterparts, with clear accountability and no excuses.
• Anticipate delivery and operational risk across the domain, surface it early, and elevate without being asked.
• Role‑model cross‑functional collaboration with Engineering, Design, Data Science and Global Support Operations — and push for a high‑performance culture in how the group works.
• Raise the craft bar around you: help other PMs sharpen their hypotheses, specs and experiment design in and beyond your area.

About Super

We are a global technology group, dedicated to building the future of entertainment and fan‑centric experiences. With commercial markets in Brazil, Belgium, Poland, Romania, Greece and Serbia, and a network of offices across Spain, Croatia, Malta, Gibraltar, the Netherlands and the UK, we are a truly international organization. Our purpose at Super has evolved from sports and betting into creating the platform that stretches into the wider world of technology‑driven entertainment. With a growing and diverse team of more than 5,000 people, we create immersive, responsible, and personalised experiences for millions of customers worldwide.

Shaping the Future of Play

Everything we do at Super is rooted in doing what is right: for customers, for each other, and for our long‑term vision. Our Culture Manifesto is our North Star. It captures our purpose, mission, and the six core beliefs that shape how we think, make decisions, and act every day. Want to explore our culture in more detail? Visit our careers page: super.xyz/careers

Super is committed to the highest standards of compliance, safety, and responsibility. As such, we are active members of the International Betting Integrity Association (IBIA) and the European Gaming & Betting Association (EGBA).

At Super, we operate as a high‑performing team. We hire and grow talent based on ability and potential, regardless of background and identity because we know diverse perspectives, drive better performance.