Middle Product Manager (Chat)

Location: Manila, Philippines

Remote work is possible, preferred time zones GMT+5 to GMT+10

Salmon Customer Service builds a universal, scalable service layer across all company products - clear support flows, smart tools, shared standards, and solutions that create a seamless customer experience.

As part of our Customer Service strategy, we are investing in resolving customer needs before they reach support - through in-app chat enhancements, self-service capabilities, and proactive communication flows. We are looking for a Product Manager to fully own the in-app service experience: improving chat journeys, designing pre-chat screens, building proactive notification scenarios, and driving self-service adoption. This role will directly impact contact volume reduction and customer satisfaction by making support faster, smarter, and more intuitive.

Responsibilities

• Own and develop the in-app customer service experience: chat, self-service features, and proactive communication scenarios within the mobile application

• Manage and prioritize the chat backlog: UI/UX improvements, internal chat mechanics (routing, smart escalation), and new feature development

• Design and implement proactive communication flows — push notifications and in-app messages that resolve customer issues before they contact support (e.g., PIN change prompt after multiple incorrect entries)

• Develop the pre-chat experience: a landing screen that helps customers resolve issues faster, surfaces relevant topics, and provides access to the help center

• Conduct customer research: analyze feedback, support data, and best practices to identify improvement opportunities

• Work with design and engineering teams: set tasks, define priorities, review and accept deliverables

• Measure impact: track self-service adoption, deflection rates, chat satisfaction, and reduction in contact volume by top reasons

• Collaborate with the CS business team to align in-app service features with overall service strategy

Requirements

• 2+ years of experience as a product manager in a mobile-first or digital product environment

• Experience shipping customer-facing features in mobile applications

• Strong analytical skills: ability to define metrics, run A/B tests, and make data-driven product decisions

• Experience working with design and engineering teams in an agile environment

• Understanding of customer service workflows and support channel mechanics (chat, ticketing, self-service)

• Ability to translate customer pain points and operational insights into a clear product roadmap

• English B2+ (English-speaking work environment)

Nice to have

• Experience with in-app chat, messaging, or conversational UI products

• Familiarity with proactive communication tools (push notifications, in-app messaging, event-triggered flows)

• Experience in fintech, banking, or a regulated industry

• Understanding of help center/knowledge base architecture and self-service patterns

Why would it be cool to work with us?

What we create

• Modern banking services for millions of Filipinos

• Cutting-edge solutions based on the best world practices and AI implementation

• Licensed neobank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast Asia

• A business capable of raising over $200MM from the ADQ (the sovereign wealth fund of Abu Dhabi), World Bank Group and other investors despite the challenging market

• An environment that allows you to launch new products in 3-4 months

• A basis for expanding into new markets all over the world

What we offer

• Passionate international team spanning the globe

• Rapid professional growth. Merit (and merit only) rules the day

• Reward for performance and long-term success of Salmon

• Fast track to grow internationally

• New office in Manila, Philippines

• Relocation support for eligible candidates

• Remote and hybrid options

• Medical insurance, health and wellness benefits

• Program of events and activities both online and in person

If you wanna join our team - feel free to apply! 👇⚡ Apply