Principal Product Manager - Customer Support Platforms

Principal Product Manager,Support

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Role Overview

The Principal Product Manager, Support will define and drive the strategy, roadmap, and execution for the company’s customer support technology ecosystem. This role will partner closely with Customer Support, Customer Success, Product, and Engineering teams to build scalable solutions that enhance customer experience, improve support efficiency, and enable intelligent automation across support operations.

The ideal candidate will have strong experience designing and delivering modern support platforms, enabling AI-driven knowledge discovery, automating support workflows, and building self-service capabilities that reduce ticket volumes and improve resolution speed.

Key Responsibilities

Support Platform Strategy

• Define and own the product vision and roadmap for customer support platforms.

• Align support technology initiatives with the company’s customer experience strategy and operational goals.

• Identify opportunities to improve support scalability, efficiency, and automation.

Knowledge Discovery & Self-Service

• Enable AI-powered enterprise search and knowledge discovery capabilities that allow customers and support agents to quickly find relevant documentation, troubleshooting guides, and product information.

• Improve self-service support experiences to reduce ticket volumes and improve customer satisfaction.

• Establish governance and lifecycle management for support knowledge content.

Support Automation & Workflow Optimization

• Design scalable workflows for:

  • Case intake and triage

  • Intelligent case routing

  • SLA management

  • Escalation and resolution processes

• Identify opportunities to automate repetitive support tasks to improve operational efficiency.

AI & Intelligent Support Capabilities

• Drive the adoption of AI-powered capabilities within the support ecosystem, including intelligent search, contextual recommendations, and automated troubleshooting experiences for customers and support agents.

• Lead initiatives to implement conversational support experiences such as chat-based and voice-based assistants that can automate common customer inquiries and improve first-response times.

• Partner with engineering and data teams to leverage machine learning and analytics to identify recurring customer issues, optimize knowledge content, and continuously improve support automation and case deflection rates.

Cross-Functional Collaboration

• Partner with Customer Support, Customer Success, Product, Engineering, and GTM teams to gather requirements and deliver scalable solutions.

• Work closely with stakeholders to prioritize initiatives that improve customer experience and operational efficiency.

Data & Support Insights

• Define and track key support metrics including:

  • Case deflection rate

  • First response time

  • Resolution time

  • Knowledge article usage

  • Customer satisfaction (CSAT)

• Use data and analytics to continuously improve support platform performance.

Required Qualifications

• 10+ years of experience in product management, business systems, or enterprise support platforms.

• Experience designing and implementing customer support platforms and case management systems.

• Strong understanding of customer support operations and support workflows.

• Experience with enterprise knowledge management systems and AI-powered search platforms.

• Experience integrating support platforms with CRM systems, customer portals, and analytics platforms.

• Strong stakeholder management and cross-functional leadership skills.

Preferred Qualifications

• Experience implementing AI-driven customer support capabilities such as chatbots, voice assistants, or intelligent case routing.

• Experience building self-service support platforms for enterprise SaaS environments.

• Familiarity with support analytics and customer experience metrics.

• Experience working with global customer support organizations.

Success Metrics

• Reduction in support ticket volume through improved self-service

• Faster case resolution time

• Increased knowledge base adoption

• Improved customer satisfaction (CSAT)

• Higher support automation and case deflection rates

Note:

1. Hybrid Mode with with 3 Days office is Mandatory

Experience Level

Senior Level