Product Manager, CX & Support Operations

🕒 5 days ago

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Owner.com

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

☁️ SaaS

🤝 B2B

🏪 Marketplace

💰 $120M Series C - Owner on 2025-05

SaaS • B2B • Marketplace

Owner. com is an AI-powered SaaS platform that helps independent restaurants grow direct online sales by providing branded websites, online ordering, custom mobile apps, automated marketing, loyalty programs, and zero-commission delivery. The company emphasizes driving more Google traffic, repeat orders, and reduced third-party fees for restaurant owners through turnkey technology and support.

📋 Description

• Own and advance the Support RevOps roadmap in close partnership with Support leadership • Build and optimize Salesforce Service Cloud case management — queues, SLAs, & escalations • Own Intercom configuration and long-term optimization: workflows, custom apps, data connectors across channels (phone, email, chat), and optimize FIN • Support improvements to Assembled (Workforce Management System): forecasting, scheduling, and adherence • Support auto/AI-QA initiatives: automated quality assurance and scoring of Support interactions • Reduce Support's reliance on Product and Data teams through self-serve reporting and integrations • Decrease time-to-answer and improve resolution rates for Support agents • Document scalable Support processes and enablement materials • Future-proof Support operations for continued growth

🎯 Requirements

• 3+ years in revenue operations, support operations, or systems administration for a customer-facing team • Deep, hands-on Intercom expertise: workflows, custom apps, data connectors, multi-channel (phone, email, chat) and FIN configuration • Experience with workforce management (Assembled or similar) and/or QA/auto-QA tooling a plus • Strong Salesforce Service Cloud experience for case management: queues, SLAs, escalation, and reporting • Support domain knowledge: ticketing, case lifecycle, SLAs, escalation paths, agent enablement • Integration knowledge (APIs, webhooks, data connectors) • Experience working on an Agile team (sprints, stand-ups, user stories) and owning/managing a roadmap • Cross-functional collaboration translating Support pain points into scalable systems • Pragmatic execution: balance speed with quality, ship MVPs, own problems end-to-end • High-growth startup experience preferred

🏖️ Benefits

• comprehensive health coverage • remote-first workplace • unlimited PTO • extra fun perks!