Product Owner (Support & Moderation Platform)

Role overview A Product Owner is needed to take full ownership of an internal support and moderation platform that powers the back-office operations behind large-scale consumer applications. The role spans vision, roadmap, prioritization, and outcome accountability for tools used by helpdesk, chat, moderation, QA, and reporting teams operating 24/7. It is a hands-on product leadership position for someone who wants to shape how millions of user interactions are handled behind the scenes.

Responsibilities - Own the internal support and moderation platform end-to-end, including vision, roadmap, priorities, and measurable results. - Maintain a single unified backlog across helpdesk, chat, moderation, QA, and reporting tools, deciding what gets built and in what order. - Partner with adjacent product teams to co-launch features that improve the end-user experience at scale. - Define success metrics for every release (such as cost per contact, handling time, deflection rate, moderation speed, or accuracy) and follow up on whether they moved after launch. - Work directly with agents, moderators, and team leads to understand daily workflows and translate pain points into product decisions. - Identify and ship AI-driven automation that cuts repetitive work, lifts cost efficiency, and improves user experience. - Lead a cross-functional group of engineers and project managers, keeping delivery aligned to shared goals.

Requirements - At least 2 years of experience owning a product end-to-end with accountability for outcomes rather than just delivery. - Background working on internal, B2B, or operational tooling rather than purely consumer-facing products. - Solid understanding of support or moderation operations, including queues, SLAs, routing, QA, and the cost of every extra click on a 24/7 shift. - Hands-on experience shipping AI or automation features and measuring their impact on quality, not just throughput. - Strong prioritization skills and business judgment to weigh development cost against expected impact. - Technical fluency to discuss architecture, trade-offs, and tech debt with engineers as a peer, plus clear structured communication and the ability to lead without formal authority. - Advanced (C1) English and strong analytical skills to run a data-driven product.

Nice to have - Experience with a helpdesk platform such as Zendesk, Intercom, Freshdesk, or a comparable in-house system. - Background in consumer apps that handle user-generated content at scale. - Prior experience managing or leading teams.

Benefits and work setup - Flexible work setup: a modern office option or full remote with equipment and a home-workspace budget. - Health coverage including medical insurance or healthcare compensation, plus unlimited paid sick leave and 31 paid vacation days including public holidays. - A benefits cafeteria budget and on-site wellness perks for office-based teammates. - Competitive compensation with regular salary reviews and a personal learning budget. - English lessons, speaking clubs, corporate library access, and learning platform subscriptions. - Career maps, internal rotation opportunities, and structured knowledge-sharing. - Team buildings, regular corporate events, and interest-based communities. - Corporate discounts across a range of brands and services, plus a referral bonus program.