About the role

Role: Product Manager (AI-Powered Customer Support)

Own and drive key product initiatives for eDesk’s AI-powered customer service platform.

Responsibilities

Drive AI-powered innovation: identify and shape opportunities to increase automation, efficiency, and customer success.
Own the roadmap & execution: define product priorities, set quarterly goals, and deliver measurable outcomes.
Be data-centric: analyze product usage, customer feedback, and performance metrics to guide decisions and measure success.
Shape product work with design & engineering: collaborate to build intuitive, scalable, high-quality solutions.
Understand customers deeply: engage with users to uncover pain points and improve workflows.
Balance AI and human support: embed deeper AI agents to increase autonomy while ensuring AI enhances (not complicates) the support experience.
Cross-functional alignment: work with commercial, customer success, and engineering teams to ensure shared goals and execution.

Requirements

8+ years experience in product management, ideally in SaaS, customer support, or AI-driven products.
Strong product thinking and design sense; ability to create solutions that are intuitive, scalable, and valuable.
Outcome-oriented mindset focused on measurable impact.
Data-driven decision-making (comfort analyzing data, running experiments, iterating based on results).
Customer-savvy: translate customer needs into effective product solutions.

Nice-to-haves

Domain knowledge in AI & LLMs (beneficial but not required).

About Edesk

eDesk builds an AI-powered, multi-channel helpdesk for eCommerce merchants. The platform helps automate and streamline customer support interactions, improving speed, effectiveness, and customer outcomes. The company is focused on using cutting-edge AI to disrupt and modernize customer service workflows.