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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
Published on: 8/14/2025
Salmon
Salmon is a next-generation fintech company founded by Pavel Fedorov, George Chesakov, and Raffy Montemayor – visionary leaders with decades of experience in global finance, banking, and technology. Our mission is bold yet simple: to reshape the banking landscape in the Philippines and prove that people deserve better financial services.
We are supported by world-class investors, including the International Finance Corporation (a member of the World Bank Group) and ADQ/Lunate, the sovereign wealth fund of Abu Dhabi.
More than 1 million Filipinos already trust Salmon. We give people access to a growing suite of credit and savings products. This isn’t all, and it’s just the beginning – we are continuously expanding our offerings with a clear ambition to become a true financial super app for millions more.