Product Manager (Customer Support)

About the Role

We’re hiring a Product Manager to lead customer support product development at Salmon. This role owns the strategy and roadmap for improving the entire customer support experience — from agent interfaces and chat functionality to inquiry deflection and internal process optimization.

You’ll work cross-functionally and manage a small team of analysts to enhance operational efficiency, reduce support costs, and elevate customer satisfaction.

Key Responsibilities

Product Roadmap: Define and lead the roadmap for customer support, aligning technical, operational, and business priorities.

Chat Experience: Own the end-to-end chatbot product — improve its intelligence, usability, and automation coverage.

Agent Interfaces: Design and evolve internal tools used by customer support agents to resolve inquiries efficiently.

FAQ and Deflection Strategy: Drive the strategy behind self-service content (FAQ, help center) and deflection mechanics to reduce inbound ticket volume.

Support Lifecycle Optimization: Build systems that help resolve issues earlier in the journey or prevent them entirely — improving customer experience and reducing CS costs.

Cross-functional Onboarding of New Products: Oversee process design and readiness for the support of new product/feature launches, in close collaboration with Business Process Analysts.

Data & Metrics: Define and track key metrics for cost, performance, deflection rate, and satisfaction.

Team Leadership: Manage a team of 3 analysts (1 Data Analyst, 2 Business Process Analysts).

What we expect from candidate

3+ years of product management experience, ideally with internal tools or operational product ownership.

Deep understanding of customer service workflows and metrics (e.g. CSAT, deflection rate, FRT).

Experience working on or with chatbots, contact center platforms, or automation systems.

Excellent stakeholder communication and ability to work across functions (Ops, Product, Engineering, Design).

Leadership experience, including managing small analytical or operations teams.

Bonus: experience in banking, fintech, or regulated environments.

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 $60MM 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

Medical insurance, health and wellness benefits

Program of events and activities both online and in person