Senior Product Manager, Support - Faire｜Meet.jobs

About this role

Faire is disrupting an industry that is historically accustomed to deep relationships and a substantial human component. Against this backdrop, the Support Experience Pod’s mission is to match our technological advantage with prompt, tailored and cost effective support that drives high customer satisfaction across the marketplace. The pod owns both customer- and agent-facing product flows and strives to enable customers to self-solve where possible via intuitive and easy to navigate help content. Where customers need support, the pod strives to match users to the modality (chat, phone, email) that is most effective at solving their need. This pod is currently tasked with evaluating industry-leading investments into Artificial Intelligence while methodically continuing to improve our existing tools and processes to improve customer satisfaction.

What you’ll do

• Become an expert on key customer support issues and their taxonomy, as well as all customer support flows, modalities and metrics, getting a strong understanding of drivers of support contacts and possible solutions.
• Partner with the cross functional team to craft impactful user experiences that drive high satisfaction among internal and external users, while also ensuring operational efficiency
• Push the boundaries of what our product can do with artificial intelligence to improve the customer outcomes and/ or operational efficiencies by working with vendors and internal teams to develop the next generation of support products.
• Deeply understand the roadmaps of adjacent pods to help them address in product defects that lead to contacts
• Drive incremental improvements by rigorously evaluating tradeoffs between investing in different support modalities (phone, chat, self solve) and across the agent or user facing experience.
• Work with and learn from a broad range of world-class leaders across engineering, product management, data science, design, and operations
• Make decisions alongside company founders and the CEO
• Empower small businesses around the world to chase their dreams and invest in their local communities

Qualifications

• Bachelor’s degree or equivalent experience.
• You have 4+ years of experience in product at a high-growth tech startup or as a startup founder.
• You have experience building successful products through state-of-the-art design, engineering, and data science.
• You are an exceptional cross functional collaborator with a proven track record of working with a combination of Product and Operations teams
• You bring a GM mindset that blends a focus on user-centric product metrics with strong fluency and shared accountability for operational performance such as SLAs and efficiency.
• You’re an extraordinarily fast learner. You have the natural curiosity and intellectual horsepower to deeply understand new topics and pick up new skills in a very short time.
• You have familiarity with ML/AI as a tool to scale human-like interactions.
• You are relentlessly resourceful. When something needs to get done, you always find a way to make it happen. Even when the work is hard, you power through it and execute with limited information and ambiguity.
• You are a rigorous, yet creative problem-solver. You excel at identifying unintuitive solutions to tough problems.
• You are passionate. You are optimistic with a positive energy that other people draw upon.
• You are a strong user advocate and care deeply about developing products and solutions that will create the best experience for our customers.

Salary Range

New York City: the pay range for this role is $174,000-$239,500 per year.

This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.