Staff Product Manager - Customer Support

Customer Support at Super isn't a cost centre — it's a strategic differentiator. As we scale internationally, fast, seamless, high-quality support is what earns customer trust and compounds into long-term growth. This role sits at the centre of that transformation.

We're looking for a Staff Product Manager to rethink support from the ground up — blending AI-driven automation with exceptional human experiences — and to own the support product as a business, not just a backlog.

This is a senior individual contributor role. You'll own a high-visibility domain end-to-end: setting the multi-year direction, making the investment case for it, applying frontier AI (LLMs, agentic automation, proactive support) to real customer problems at scale, and raising the bar for how product is practised around you. You'll be the person leadership turns to when the answer isn't obvious.

We're looking for someone with:

• 8+ years of product management experience, ideally including Customer Experience (CX), conversational AI or internal tooling at scale.
• A track record of owning a domain end-to-end and being accountable for its commercial outcomes — not just its shipped features. 
• Deep experience applying AI/ML in a support context (NLP, LLMs, retrieval, agentic workflows) and integrating third-party platforms such as Zendesk, Intercom or similar — including knowing when to buy, when to build, and how to argue that case.
• Ability to build a business case: sizing an opportunity, quantifying the cost-to-serve impact, and securing headcount or investment against competing priorities.
• Ability to break down complex, multi-market operational workflows into data-driven product requirements, and to get most insights you need from the data yourself.
• Comfort making decisive calls in ambiguity, with incomplete information, and defending them — while remaining open to being wrong.
• Exceptional communication: you can hold a room with executive leadership, a frontline agent, and an engineering team in the same week, and land the same message in each.
• Experience role-modelling product craft for others — mentoring PMs, raising the standard of discovery, specs and experimentation across a group rather than a single team.

What you'll be doing

Own the direction

• Define and own a multi-year product vision and strategy for Customer Support that balances automated efficiency with human-centric care, and translate it into a roadmap the wider business can plan against.
• Build the investment case for that roadmap — including the case for additional resources — and defend it with leadership on the numbers.
• Understand and pre-empt how competitor support experiences shift customer expectations, and shape our response rather than react to it.

Own the product

• Support Automation: design and scale intelligent, AI-powered self-service that resolves customer issues before they ever reach an agent.
• Agent Experience (AX): build best-in-class internal tools and workflows that let agents deliver faster, higher-quality resolutions at scale.
• Lead development of chatbots, help centres and automated workflows that drive high self-service resolution rates, running experiments to prove what actually works.
• Partner with Support Operations to build a world-class agent desktop that reduces Average Handle Time (AHT) and improves Agent Satisfaction.
• Set the metrics — don't just monitor them. Define what good looks like across CSAT, AHT, First Response Time, Deflection Rate and cost-to-serve, and make sure the tracking exists to prove it.

Own the outcome

• Ship the whole experience, not just the release: trigger and lead your commercial, GTM, brand and operations counterparts so support lands consistently in every market.
• Problem-solve cost and quality underperformance alongside commercial counterparts, with clear accountability and no excuses.
• Anticipate delivery and operational risk across the domain, surface it early, and escalate without being asked.
• Role-model cross-functional collaboration with Engineering, Design, Data Science and Global Support Operations — and push for a high-performance culture in how the group works.
• Raise the craft bar around you: help other PMs sharpen their hypotheses, specs and experiment design in and beyond your area.