Product Manager - Customer Support Systems (Onsite)

Socket.dev; Pittsburgh (Allegheny County); On-site; USD 170,000 - 195,000; Full time

Benefits offered by this job

Equity awards

Performance bonus

Onsite work in Pittsburgh

Job summary

Lab37 Robotics is seeking a senior product leader to own the vision and strategy for customer support systems that scale with field operations. You will translate insights into a prioritized roadmap spanning self-service, automation, human workflows, case management, triage, and escalation.

Ideal candidates bring 7+ years in product management for complex B2B or robotics-related platforms, strong AI/automation experience, and a proven ability to ship impactful products while collaborating with

Qualifications

• Bachelor's degree in Engineering, CS, Business, or related field.
• 7+ years of experience, including 5+ years in product management for customer support tech.
• Proven track record turning ambiguous customer, agent, and operational problems into shipped products and workflows with measurable impact.
• Experience with service design and customer support platforms, including CRM or help-desk systems, knowledge management, omnichannel operations, incident management, or field-service workflows.
• Experience applying AI and automation to self-service, classification, routing, agent assistance, knowledge management, or safe remediation with appropriate human oversight.
• Highly analytical mindset, comfortable using support data, telemetry, service-level and quality metrics, operational data, and financial inputs to drive evidence-based decisions.
• Strong systems-thinking ability across case management, knowledge, automation, data, APIs, integrations, connected hardware/software, third-party platforms, and human workflows.
• Exceptional written and verbal communication skills; able to influence without authority and translate complex technical or operational issues into clear priorities and decisions.

Responsibilities

• Own and refine a multi-year customer support systems roadmap grounded in research and data.
• Design a scalable, tiered support model across self-service, automation, frontline, specialists, and escalation.
• Build intelligent intake, triage, and routing for robotics, KDS, Otter, and integrations.
• Create automated and human-assisted support experiences with playbooks and diagnostics.
• Connect support workflows to telemetry, logs, configurations, order status, and history.
• Lead discovery and maintain PRDs, service blueprints, user stories, acceptance criteria, metrics.

Skills

Product management

Customer support

Service design

AI automation

Analytical mindset

Systems thinking

Communication skills

Education

Bachelor's degree in Engineering, CS, Business, or related

MBA or equivalent experience

Tools

CRM systems

Help-desk platforms

Incident management

Field-service workflows

Job description

Lab37 Robotics is seeking a senior product leader to own the vision and strategy for customer support systems that scale with field operations. You will translate insights into a prioritized roadmap spanning self-service, automation, human workflows, case management, triage, and escalation.

Ideal candidates bring 7+ years in product management for complex B2B or robotics-related platforms, strong AI/automation experience, and a proven ability to ship impactful products while collaborating with