Product Manager – CX Platform

BrainRocket is a software development company and digital solutions provider.The company has created over 100 cutting‑edge products spanning 20 different markets.Our team of around 1300 tech‑savvy professionals successfully deliver scalable projects that are custom‑made to the customers’ needs.The RoleWe’re looking for a Product Manager who is passionate about building customer support technology from the ground up. In this role, you’ll lead the creation of our internal customer support system, designed to serve operational and customer‑facing teams across the business.This is a unique opportunity to move beyond off‑the‑shelf platforms and build a best‑in‑class, proprietary CX solution tailored to our needs. We are looking for a builder who understands the DNA of industry leaders like Zendesk, LivePerson, or Intercom, and wants to apply that expertise to create a custom engine that outperforms \"one‑size‑fits‑all\" software.ResponsibilitiesPlatform Vision: Lead the end‑to‑end development of a custom‑built CX platform, moving from initial discovery to a scalable, production‑grade system.Operational Excellence: Deeply understand the workflows of internal support teams (CS, VIP, Risk, etc.) to automate friction and optimize agent efficiency.Technical Roadmap: Define the long‑term vision for our proprietary CX systems, ensuring the architecture is robust enough to handle high‑concurrency and complex routing.Cross‑Functional Leadership: Work closely with engineering, design, and operations to ship scalable, maintainable, and user‑friendly support features.Future‑Proofing: Design the toolset with a \"Product-as-a-Service\" mindset, ensuring it can eventually scale to external B2B use cases.Data Strategy: Build feedback loops that monitor tool effectiveness: response time, automation impact (AI/Bot deflection), CSAT, and NPS.Change Management: Champion internal adoption and lead the migration from legacy or third‑party tools to our in‑house solution.Requirements3+ years of Product Management experience, specifically building/scaling SaaS products within the CX, CRM, or Contact Center (CCaaS) space.The \"Builder\" Pedigree: Proven experience designing systems from scratch. We are looking for people who have worked on or built products similar to LivePerson, Zendesk, Salesforce Service Cloud, or Kustomer.Domain Expertise: Deep understanding of omnichannel support (Chat, Email, Voice), ticketing logic, and agent desktop optimization.Technical Acumen: Ability to partner with engineers on API design, data schemas, and integration logic.Operational Mindset: You don't just build features; you solve for \"Average Handle Time\" and \"First Response Time\" through better UX.Data‑Driven: Fluent in CX KPIs and continuous improvement loops.Communication: Exceptional stakeholder management skills—you can translate high‑level business goals into granular technical specs.Nice to Have:Industry Experience: Background in the iGaming, FinTech, or online entertainment sectors.Complex Scaling: Experience scaling tools to handle multi‑language, multi‑brand, and multi‑jurisdiction environments.AI/Automation: Experience implementing LLMs or Chatbots for automated customer resolution.We offer excellent benefits, including but not limited to:Learning and development opportunities and interesting challenging tasks;✈️ Relocation package (tickets, staying in a hotel for 2 weeks and visa relocation support for our employees and their family members);Private medical coverage including inpatient, outpatient, dental care, annual check‑ups, maternity support.Partial compensation for tennis and padel lessons;️ Sport membership benefitOpportunity to develop language skills and partial compensation for the cost of language classes.Birthday celebration present;Time for proper rest according to local labor law and additional 6 paid sick days.⚖️ Competitive remuneration level with annual review.Teambuilding activities.Join BrainRocket and rock with us!