Product Owner: AI-Enhanced Customer Support Tools

Tactacam; Billings (MT); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Paid leave

401(k) plan

Remote-friendly

Gear discounts

Outdoor trips

TactaValor Awards

Job summary

Tactacam is seeking a Product Owner for Customer Support Tools in Billings, MT. You will own the internal Admin Panel and Zendesk tooling, turning agent pain points into a prioritized roadmap in collaboration with engineering and design teams.

You will define AI-enabled features to assist agents, integrate data across accounts and devices, and shadow agent workflows to minimize friction. This role demands close partnership with Internal Systems & AI leadership and CX stakeholders.

Qualifications

• 4+ years in product ownership, product management, or business systems roles
• At least 2 years focused on internal tools or support/CX platforms
• Experience setting vision/strategy for Zendesk or a comparable CX platform
• Experience writing user stories and acceptance criteria in Agile/Scrum
• Strong understanding of customer support operations and metrics
• Ability to analyze ticket and product data (SQL, Zendesk Explore, or BI tools)
• Technical fluency to discuss APIs, integrations, and data models with engineers
• Experience with connected hardware or IoT products and with AI in support preferred
• Excellent communication and collaboration skills

Responsibilities

• Own the vision and roadmap for customer support tooling, aligned with leadership and internal AI roadmap
• Manage Admin Panel backlog: write user stories, prioritize, and participate in sprint planning
• Collaborate with design and engineering to build intuitive agent-facing UI with clear information layout
• Define Zendesk evolution to serve agents and customers across channels
• Prioritize AI features in the Admin Panel to speed issue resolution
• Define integration requirements bringing account, subscription, and device data into the agent workflow
• Shadow calls/chats to gather feedback and reduce friction and escalations
• Partner with firmware, cloud, app and finance teams on diagnostics, billing tooling, and access controls
• Ensure tooling readiness for launches, including release notes and agent training

Skills

Product ownership

Agile/Scrum

Zendesk

CX platform

Data analysis

UI design

AI in support

Tools

SQL

APIs

Zendesk Explore

Job description

Tactacam is seeking a Product Owner for Customer Support Tools in Billings, MT. You will own the internal Admin Panel and Zendesk tooling, turning agent pain points into a prioritized roadmap in collaboration with engineering and design teams.

You will define AI-enabled features to assist agents, integrate data across accounts and devices, and shadow agent workflows to minimize friction. This role demands close partnership with Internal Systems & AI leadership and CX stakeholders.