Product Manager I
Core
Support the transition of the Customer Care platform (Kustomer) from a legacy Zendesk setup to a modern, integrated ecosystem to improve frontline agent efficiency.
Role type
Individual Contributor Product Manager (Customer Care Platform)
Builds
Internal care tools, routing workflows, and backend data features for the Kustomer platform
Domain
Fintech / Financial Services / Customer Support Operations
Deliverable
product features
Required skills
Product management, systems integration, data analysis, workflow optimization, API-driven architecture evaluation, vendor solution evaluation
Preferred skills
Experience with AI tools (Claude, Cursor), familiarity with Zendesk/Kustomer, experience with legacy system modernization
Technologies
Kustomer, Zendesk, AI agents, API-driven architectures
Responsibilities
Organize and refine task specifications and feature requests for Kustomer, gather insights and agent feedback to surface pain points, write clear specs for minor features and workflow improvements, assist senior PMs in gathering data requirements for member details ingestion, collaborate with design and engineering to clarify feature requirements, support initiatives that simplify agent tasks and reduce manual data lookup, assist in documenting and monitoring chatbot-to-agent handoff flows, assist with user acceptance testing (UAT) and feature validation
Seniority
Junior (6 months experience)
