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.

Experiencia, cualificaciones y habilidades interpersonales, ¿tiene todo lo necesario para triunfar en esta posibilidad? Descúbralo a continuación.
Customer Support – Senior Product Manager

Customer Support at Superbet is not a cost center—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. This role sits at the center of that transformation.

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 (LLMs, automation, proactive support) to solve real customer problems at scale, while laying the foundations for how support operates in the future.

Responsibilities

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- Define and execute a multi‑year product vision for Customer Support that balances automated efficiency with human‑centric care.

- Design and scale intelligent, AI‑powered self‑service experiences that resolve customer issues before they even reach an agent.

- 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.

- Partner with Support Operations to build a world‑class agent desktop that reduces Average Handle Time (AHT) and improves Agent Satisfaction.

- Monitor and optimize 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.

Qualifications

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- 5+ years of product management experience, preferably in Customer Experience (CX), CRM, or internal tooling.

- Experience with AI/ML applications in support (e.g., NLP, LLMs) and integrating third‑party support platforms (e.g., Zendesk, Intercom or similar).

- Ability to break down complex operational workflows into data‑driven product requirements. xqbhyrx

- Exceptional ability to communicate vision and technical concepts to both executive leadership and frontline agents.

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📌 Senior Product Manager - Customer Support (Madrid)
🏢 Superbet
📍 Madrid