Product Manager Customer Support

Wallet in Telegram is a digital asset solution natively embedded into Telegram’s interface. Backed by The Open Platform, Wallet in Telegram gained 100M+ user accounts in 2024, and aims to make its solution available to all 1BN+ of Telegram’s users. Wallet in Telegram offers a dual-wallet experience with Crypto Wallet (a multi-chain wallet for trading and sending crypto to contacts) and TON Wallet (a self-custodial wallet with access to the TON ecosystem of dApps and tokens). We’re looking for a Product Manager to take ownership of our Customer Support domain and make it significantly more efficient without compromising quality. This role focuses on building and improving internal support tools, agent workflows, customer-facing support experience, automation, and AI-driven solutions. The main goal is to reduce support costs while maintaining strong speed and customer satisfaction. You will work closely with support leads, engineers, data analysts and other product teams to streamline operations, remove inefficiencies, and make support faster, smarter, and more scalable. Responsibilities Own and develop internal Customer Support tools, agent workflows, and customer-facing support experience. Lead operational efficiency initiatives to reduce cost per ticket, manual workload, and operational complexity without compromising speed, resolution quality, or CSAT. Identify improvement opportunities using support metrics, user feedback, contact reasons, agent insights, and ticket analysis. Automate manual support processes and implement AI-based solutions for self-service, ticket classification, routing, agent assistance, and repetitive case resolution. Translate recurring support issues into product improvements, automation opportunities, and operational process changes. Optimize end-to-end support journeys for both customers and agents, including self-service, AI bot flows, human handoff, and resolution. Work with cross-functional product, compliance, and operations teams to reduce contact rate by identifying and fixing root causes of support requests. Manage backlog, discovery, delivery, and product launches. Track and improve key support metrics: CSAT, ART, TTR, SLA, fallback rate, contact rate, automation rate, and cost per ticket. Requirements 3+ years of experience as a Product Manager. Experience in Customer Support, support tooling, service operations, or customer experience optimization. Strong product discovery and prioritization skills, data-driven mindset. Proven impact in optimizing operational processes, with measurable results in efficiency, cost reduction, automation, speed, or quality. Experience working cross-functionally with multiple stakeholders. Experience with automation, AI tools, self-service products, or agent-assist solutions. Solid understanding of end-to-end support operations, including ticket lifecycle, routing, escalation, SLA management, quality control, and workforce/process constraints. Basic understanding of crypto / blockchain (hands-on experience is a plus). English: Upper-Intermediate or higher. Why it is a fantastic opportunity Our business is growing at an exponential scale. Non-bureaucratic management that focuses on results. Regular performance reviews to assess your progress. Remote setup with access to our hubs in Dubai, Yerevan, London and Belgrade. Compensation for medical expenses. Provision of necessary equipment. Employees get access to the most advanced AI models via mira.tg. 20 working days of paid vacation annually. 11 days off per year. 14 days of paid sick leave to support your health and recovery when needed. Access to internal conferences, English courses and corporate events. #J-18808-Ljbffr