Senior Product Manager - Customer Support

Навыки

• CRM-системы
• Решения на данных
• iGaming / betting
• Лидерство
• Machine Learning
• NLP
• Опросы и NPS

О компании и продукте

• 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.
• 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.

Задачи

• Define and execute a multi-year product vision for Customer Support that balances automated efficiency with human-centric care
• Support Automation: design and scale intelligent, AI-powered self-service experiences that resolve customer issues before they reach an agent
• Agent Experience: 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 optimise 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

Требования

• 5+ years of product management experience, preferably in Customer Experience (CX), CRM, or internal tooling
• Experience with AI/ML applications in support — including NLP and LLMs — and integrating third-party support platforms such as 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

Условия

• Medical / Health Insurance
• Open Annual Leave
• Employee Assistance Programme
• Training & Learning Development
• Additional benefits vary by country and will be shared during the hiring process

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