Senior Product Owner, Support Platform & AI

Role overview Lead the product direction for a customer support platform that brings support tooling, self-service, chatbots, and AI into one coordinated roadmap. The goal is to resolve more customer questions through useful automation, improve response speed and operating costs, and preserve customer trust when human support is needed. You will lead a small specialist team and work closely with engineers, support teams, and product and data colleagues.

Responsibilities - Set the support platform and AI vision with the support leadership team, then translate it into a roadmap, business case, and measurable outcomes. - Bring specialists and engineers together around one backlog, coach the team, and establish clear quarterly goals. - Define and track the quality of chatbot and AI support features; improve or retire features that do not help customers. - Improve support routing, customer identification, and self-service entry points. - Review tickets and conversations with customers and support agents to identify friction and unmet needs. - Own cost-to-serve analysis, compare actual results with forecasts, and share support insights that can inform product changes.

Requirements - At least five years of product ownership or product management experience; support, customer experience, service, or internal platforms are relevant areas. - Experience launching AI or chatbot features in production, with clear examples of metrics, baselines, and results. - Ability to explain product choices in commercial terms, including costs, savings, outcomes, and lessons from inaccurate forecasts. - Experience managing people and leading colleagues across teams, including people who do not report to you. - Ability to analyze data with SQL or BI tools and design and interpret experiments independently. - A clear view of what makes support effective and fluent English for day-to-day work.

Nice to have - Experience with Zendesk or a similar service platform, including AI agents, routing, and automations. - Examples of using support insights to influence a product roadmap. - German language skills.

Benefits and work setup - Fully remote work, with opportunities for in-person collaboration and flexible hours focused on results. - Access to learning resources and curated development paths, with opportunities to contribute ideas and progress in a low-hierarchy environment. - Annual compensation reviews, a remote office setup bonus, an employee assistance programme, and up to three free websites for personal or professional projects.