The Product Manager - AI Customer Support will lead the development of AI-powered customer support solutions at Alan, focusing on automating written and voice interactions while ensuring seamless escalation to human agents. This role is central to improving member experiences by shaping intelligent, scalable systems that empower Care teams and deliver high-quality service across Email, Phone, and Chat.
What You'll Do
- Own a product area at the frontier of AI, reinventing customer support by empowering Care teams with AI agents that automate a growing share of written and voice conversations.
- Work closely with designers, engineers, and operations to define the right product and implement it.
- Partner and align with all parts of the business: sales, customer care, insurance.
- Expand AI-powered experiences that already resolve 50% of mobile interactions automatically, with quality matching or exceeding human-led conversations.
- Shape the next generation of AI customer support: a coherent experience across Email, Phone, and Chat, with correct resolution when possible and smooth escalation to a Care expert when needed.
- Build tooling that lets Care and Ops teams configure, test, monitor, and improve AI agents, with the right guardrails to ensure trust and quality.
- Stay at the forefront of AI progress and directly translate it into product impact, deploying the agent stack across multiple countries.
What We're Looking For
- At least 2 years of experience in a product management role (or equivalent product ownership) in a fast-paced, high-autonomy environment.
- Fluency in French and English.
- Curiosity and genuine excitement for AI: experience building AI products, or a strong willingness to learn how LLM-based systems behave in production and their common failure modes.
- A builder mindset: hands-on and comfortable working close to the product's "engine room" (debug tools, traces, evaluation dashboards, workflows) to understand what's really happening and unblock progress.
- Strong product execution skills: setting measurable goals, prioritizing effectively, and shipping iteratively, balancing quality, speed, and impact.
- The ability to bridge technical and non-technical worlds: translating between engineering constraints and Care/Ops reality, and driving alignment through clear framing and sharp decision-making.
- A member-first instinct: strong intuition for trust, clarity, and UX quality, with experience running effective discovery (interviews, shadowing, data) and turning insights into scalable solutions.
- Strong written communication skills in internal- and external-facing settings.
Team & Environment
- Team structure: Support crew
Benefits & Compensation
- Fair rewards: generous equity packages complement base salary (permanent contracts only).
- Flexible Office: amazing office space at HQ, sponsored co-working hubs, or full-remote experience with home office equipment sponsorship.
- All the tools you need: top of the range equipment including Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.
- Flexible vacation policy and flexible working hours: organize your time as you wish.
- Delightful healthcare insurance: extremely comprehensive health insurance — 100% covered for employees and their children, 90–100% for partners depending on country (permanent contracts only).
- Transport: country-specific commuter benefits.
- Learning & Training opportunities: highly flexible training policy, free books, and budget to attend and speak at conferences.
- Personal growth through coaching: every employee is paired with a dedicated coach from day one to maximize impact, nurture engagement, and develop potential.
- Parental leave: extended parental leave for all new parents (permanent contracts only).
Compensation: Level C1-E on Alan's salary grid, with generous equity packages (permanent contracts only).
Work Mode
- Hybrid work model with options to work from HQ, sponsored co-working hubs, or full-remote with home office equipment sponsorship.
- Available locations: France, Spain, Belgium, Canada.
- Flexible vacation policy and flexible working hours.
Everyone, no matter how underrepresented, should feel free to apply. Women and others from underrepresented groups are encouraged to apply even if they don't meet 100% of requirements.
