The Product Manager - AI Customer Support will drive the vision and execution of AI-driven customer support tools, focusing on automating interactions via email, phone, and chat. This role works closely with engineering, design, operations, and care teams to develop, monitor, and refine AI agents, ensuring high-quality user experiences and operational efficiency.
Responsibilities
- Collaborate with designers, engineers, and operations teams to define and deliver effective product solutions
- Align with business functions including sales, customer care, and insurance to ensure cohesive product strategy
- Lead a product domain at the cutting edge of AI, transforming customer support through AI agent enablement
- Scale AI-powered interactions to autonomously resolve half of mobile user inquiries with quality matching or exceeding human performance
- Design unified AI customer experiences across email, phone, and chat channels
- Ensure accurate issue resolution by AI when possible and seamless handoff to human care agents when required
- Develop tools that allow care and operations teams to configure, test, monitor, and enhance AI agent performance
- Implement safeguards to maintain reliability, trust, and quality in AI agent outputs
- Stay current with advancements in AI and apply emerging technologies to improve product capabilities
- Oversee deployment of AI agent systems across multiple international markets
Requirements
- Minimum of 2 years in product management or equivalent product ownership within a fast-paced, autonomous environment
- Fluent in both French and English
- Demonstrated curiosity and enthusiasm for AI, with experience in AI product development or a strong drive to learn how LLM systems operate in production and their common failure patterns
- Hands-on builder mentality: comfortable working directly in technical environments including debug tools, traces, evaluation dashboards, and workflows to diagnose issues and accelerate progress
- Proven ability to execute products effectively: set measurable objectives, prioritize rigorously, and deliver iteratively while balancing quality, speed, and impact
- Skilled at bridging technical and non-technical domains: translate engineering constraints into practical solutions for care and operations, and drive decisions through clear communication and framing
- Member-first mindset with strong intuition for trust, clarity, and user experience quality, supported by experience in discovery methods such as interviews, shadowing, and data analysis to inform scalable solutions
- Excellent written communication skills for both internal and external contexts
Tech Stack
AI agents, LLM-based systems, Debug tools, Traces, Evaluation dashboards, Workflows
Benefits
- Generous equity packages included with base salary for permanent contracts
- Flexible Office policy: access to HQ office, sponsored co-working spaces, or full-remote with home office equipment support
- High-end equipment provided: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones
- Flexible vacation and working hours
- Comprehensive health insurance covering 100% for employees and children, 90-100% for partners based on country (permanent contracts only)
- Country-specific commuter benefits
- Free books and budget for conference attendance and speaking engagements
- Each employee is paired with a dedicated coach starting on day one
- Extended parental leave available for all new parents (permanent contracts only)
Compensation
Level C0-E on Alan's salary grid. Equity: Generous equity packages (permanent contracts only)
Work Arrangement
hybrid — France, Spain, Belgium, Canada — Flexible Office: option for HQ office, sponsored co-working hubs, or full-remote with equipment support
Team
Part of the Support crew; works cross-functionally with designers, engineers, ops, sales, customer care, and insurance teams
- Mission is the Boss — think long-term, methodical optimists who take risks focused on mission success
- Distributed Ownership — everyone owns their decisions and results
- Radical Transparency — all information accessible and written-first for asynchronous decision-making
- Always Growing — direct, positive, caring feedback combined with self-growth ownership
Additional Information
- Fluency in French and English is required
- Must be comfortable working hands-on in the product's technical environment, including debug tools, traces, and dashboards
- Experience with AI or strong willingness to learn how LLM-based systems behave in production and their failure modes is required
- Candidates who do not meet every requirement are still encouraged to apply; underrepresented individuals are especially welcome
- Coaching is integral to the culture; every employee is paired with a dedicated coach from day one
- Permanent contracts are required to access equity, health insurance, and parental leave benefits
- Equipment provided includes: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones
