ppWe 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. /p h3Customer Support – Senior Product Manager /h3 pCustomer 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. /p pWe’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. /p h3Responsibilities /h3 ul liDefine and execute a multi‑year product vision for Customer Support that balances automated efficiency with human‑centric care. /li liDesign and scale intelligent,



AI‑powered self‑service experiences that resolve customer issues before they even reach an agent. /li liBuild best‑in‑class internal tools and workflows that empower support agents to deliver faster, higher‑quality resolutions at scale. /li liLead the development of chatbots, help centres, and automated workflows that drive high self‑service resolution rates. /li liPartner with Support Operations to build a world‑class agent desktop that reduces Average Handle Time (AHT) and improves Agent Satisfaction. /li liMonitor and optimize key performance indicators, including CSAT, AHT, First Response Time, and Deflection Rate. /li liCollaborate closely with Engineering, Design, Data Science, and Integral Support Operations to deliver integrated solutions. /li /ul h3Qualifications /h3 ul li5+ years of product management experience, preferably in Customer Experience (CX), CRM, or internal tooling. /li liExperience with AI/ML applications in support (e.g., NLP, LLMs) and integrating third‑party support platforms (e.g., Zendesk, Intercom or similar). /li liAbility to break down complex operational workflows into data‑driven product requirements. /li liExceptional ability to communicate vision and technical concepts to both executive leadership and frontline agents. /li /ul /p #J-18808-Ljbffr

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