Senior Product Manager - Customer Support

SpainOn-site

Responsibilities

Define and execute a multi-year product vision for Customer Support that balances automated efficiency with human-centric care:
Support Automation: design and scale intelligent, AI-powered self-service experiences that resolve customer issues before they reach an agent Agent
Experience: build best-in-class internal tools and workflows that empower support agents to deliver faster, higher-quality resolutions at scale
Lead the development of chatbots, help centres, and automated workflows that drive high self-service resolution rates
Monitor and optimise key performance indicators including CSAT, AHT, First Response Time, and Deflection Rate
Collaborate closely with Engineering, Design, Data Science, and Global Support Operations to deliver integrated solutions

We're looking for a Senior Product Manager to rethink support from the ground up — blending AI-driven automation with exceptional human experiences — to build a world-class support product.
You'll own a high-impact, high-visibility domain, applying cutting-edge AI to solve real customer problems at scale, whilst laying the foundations for how support operates in the future.
Experience with AI/ML applications in support — including NLP and LLMs — and integrating third-party support platforms such as Zendesk, Intercom, or similar

Exceptional ability to communicate vision and technical concepts to both executive leadership and frontline agents What we offer
Medical / Health Insurance Open Annual Leave
Everything we do at Super is rooted in doing what is right: for customers, for each other, and for our long-term vision.

We are on a mission to pioneer the world’s next era of play.
As we grow across Europe and Latin America, we’re building The Playstack - the technology powering the next generation of sports, gaming, and fan experiences.
Join us, and help make it the most widely used platform in the world! From operations, to marketing, to product, we are looking for talented people who will shape how millions of customers play, watch, and connect every day.
Customer Support at Super is not a cost centre — it's a strategic differentiator.
As we scale internationally, delivering fast, seamless, and high-quality support becomes critical to earning customer trust and driving long-term growth.
Partner with Support Operations to build a world-class agent desktop that reduces Average Handle Time (AHT) and improves Agent Satisfaction
Ability to break down complex operational workflows into data-driven product requirements
benefits vary by country and will be shared during the hiring process. About Super
We are a global technology group, dedicated to building the future of entertainment and fan-centric experiences.
With commercial markets in Brazil, Belgium, Poland, Romania, Greece and Serbia, and a network of offices across Spain, Croatia, Malta, Gibraltar, the Netherlands and the UK, we are a truly international organization.