Product Owner, Customer Support Tools
Core
Own the vision and roadmap for internal customer support tools, including an in-house Admin Panel and Zendesk platform, to help agents resolve issues faster for connected cellular devices.
Role type
Product Owner (Internal Systems & AI)
Builds
Internal Admin Panel, Zendesk configuration, and AI features for agent workflow
Domain
Customer Support / CX Platforms / IoT
Deliverable
product features
Required skills
Product ownership, Zendesk, Agile/Scrum, SQL, API integrations, UI/UX design, data analysis
Preferred skills
Connected hardware/IoT, AI in support (agent assist, auto-triage)
Responsibilities
Own the Admin Panel backlog and write user stories; Partner with design and engineering to build intuitive agent-facing UI; Set the product vision for Zendesk; Define and prioritize AI features for agents; Define requirements for data integrations; Be the voice of the agent by shadowing calls and analyzing ticket data
Seniority
Mid-Senior, hands-on IC