Product Manager, Support

Motive; Dallas (TX); On-site; USD 95,000 - 130,000; Full time

Job summary

A leading tech company in Dallas seeks a Product Manager (Support) to drive customer self-serve support and knowledge experiences. You will collaborate with cross-functional teams while owning the strategy to enhance customer satisfaction and reduce support effort. Ideal candidates have over 5 years of product management experience and a proven track record in improving support KPIs. The role encourages diversity and inclusivity in the workplace.

Qualifications

• 5+ years of product management experience building customer-facing platforms.
• Track record of improving support KPIs through roadmap and experimentation.
• Experience with knowledge management and analytics.

Responsibilities

• Own strategy for modern, self-serve support experiences.
• Set product direction for best-in-class customer support.
• Define and operationalize a metrics framework.

Skills

Product management experience

Improving support KPIs

Knowledge management

AI-enabled support patterns

Web UX knowledge

Job description

Product Manager, Support

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers from Fortune 500 enterprises to small businesses across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

About the Role

The Product Manager (Support) will lead the product vision and execution for Motive's customer self?serve support and knowledge experiences. Reporting into the Product & Strategy organization, you will define how customers discover answers, resolve issues faster, and seamlessly transition to assisted support when needed.

You’ll collaborate across Support, Knowledge, Design, and Engineering to deliver intuitive help experiences, implement sustainable content governance, and introduce AI?enabled discovery and guidance. People who thrive here are customer?obsessed, data?driven, systems?thinkers, collaborative, and outcome?oriented.

What You'll Do

• Own the end?to?end strategy for modern, self?serve support and knowledge experiences that reduce customer and Support Team effort and increase successful resolutions.
• Set the Product direction for the customer support experience to make it best-in-class, and a truly productized solution akin to any other piece of the Motive experience that the customer encounters, and likewise shape the internal Support team Product experience.
• Partner with cross?functional teams to deliver clear information architecture, consistent templates, and scalable content workflows with measurable quality bars.
• Define and operationalize a metrics framework (e.g., self?service effectiveness, search satisfaction, CSAT, FCR) and run experiments to improve outcomes.
• Introduce and iterate AI?enabled search, knowledge, and chat, solutions, and guided assistance patterns that accelerate discovery and improve handoffs to human technical support when appropriate.
• Align Help and Support experiences with the evolving support operating model, ensuring segment?appropriate journeys and reduced transfers.

What We're Looking For

• 5+ years of product management experience building customer?facing platforms or self?service / support experiences at scale
• Track record improving support KPIs (self?serve effectiveness / deflection, CSAT, FCR, search satisfaction) through roadmap, content strategy, and experimentation
• Experience with knowledge management, content IA, templating, feedback loops, and analytics, including collaboration with writers and support teams
• Familiarity with AI?enabled support patterns (search, guidance, chat) and the ability to evaluate and integrate these responsibly
• Working knowledge of web UX and platform integration concepts to partner effectively with design and engineering on customer?facing changes

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.