Role Summary
We are building the next evolution of Botim, a hyper-personalized app serving millions across the globe. As a Senior Product Manager Customer Support, you will lead the vision, strategy, and execution of Botim's next-gen support platform. You will own the integration of world-class CS tools, the design of AI-first support flows, and the rollout of multilingual chatbots and voice agents that deliver empathetic, always-on support.
This is a pivotal role for a product leader who understands customer support systems and AI automation, and who can scale user support to millions while driving efficiency and trust.
Responsibilities
- Own the product vision and roadmap for Botim's customer support ecosystem, spanning tools, automation, and AI.
- Lead integration of support platforms (e.g., Freshdesk, Dynamics 365) and streamline workflows for CS teams.
- Build and scale AI chatbots and multilingual voice agents for FAQs, account issues, transactions, and remittance support.
- Define escalation logic and seamless handoff between AI and human agents.
- Partner with CX, Operations, Fintech, and Compliance to automate high-volume journeys (e.g., KYC, remittance status, top-ups).
- Work with design/content to ensure support interactions are empathetic, clear, and aligned with Botim's brand voice.
- Define and track KPIs: CSAT, resolution time, automation rate, containment %, and agent productivity.
- Ensure compliance with regulatory and data privacy standards.
Requirements
- 5+ years of product management experience, with at least 3 years in customer support, service platforms, or automation tools.
- Proven experience integrating and scaling CS platforms (Freshdesk, Zendesk, Microsoft Dyanmics 365, or similar).
- Strong track record building AI chatbots or voice agents for high-volume user support.
- Technical understanding of APIs, workflow automation, and conversational AI.
- Data-driven mindset with experience tracking and improving CS KPIs.
- Excellent communication and cross-functional alignment skills.
- Experience designing multilingual or multi-channel support systems (in-app, web, IVR, WhatsApp, etc.).
- Knowledge of fintech or super-app user journeys (wallet, remittance, payments).
- Familiarity with NLP, conversational design, and AI evaluation loops (e.g., intent recognition, fallback handling).
- Exposure to AI/LLM-driven support platforms or CS automation frameworks.
