Product Manager, Customer Support
Core
Own the end-to-end customer support product experience, defining vision and roadmap for support tools and processes to improve resolution time, customer satisfaction, and operational efficiency across app, web, and contact centre channels.
Role type
Product Manager (Customer Support)
Builds
Support tools and processes including in-app help, ticketing systems, knowledge bases, chat/voice integrations, and self-service flows.
Domain
Fintech / Banking / Digital Lending
Deliverable
product features
Required skills
Customer service product management, omnichannel support strategy, data-driven prioritization, experimentation (A/B testing), support metrics analysis (FCR, AHT, SLA, CSAT/NPS), regulatory compliance alignment
Preferred skills
CBN/NDIC regulatory environment knowledge, financial services compliance expertise
Technologies
Ticketing systems, omnichannel platforms
Responsibilities
Define and execute roadmap for customer support products; Partner with Engineering, Design, Support Ops, and Compliance to ship features; Analyse support data to identify pain points and prioritize improvements; Run experiments and A/B tests on support flows; Build clear metrics and dashboards for support performance
Seniority
Mid-level (3+ years experience)