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. 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 isn't a cost centre — it's a strategic differentiator. As we scale internationally, fast, seamless, high-quality support is what earns customer trust and compounds into long-term growth. We're looking for a Staff Product Manager to rethink support from the ground up — blending AI-driven automation with exceptional human experiences — and to own the support product as a business, not just a backlog.

This is a senior individual contributor role. You'll own a high-visibility domain end-to-end: setting the multi-year direction, making the investment case for it, applying frontier AI (LLMs, agentic automation, proactive support) to real customer problems at scale, and raising the bar for how product is practised around you. 8+ years of product management experience, ideally including Customer Experience (CX), conversational AI or internal tooling at scale. ~ A track record of owning a domain end-to-end and being accountable for its commercial outcomes — not just its shipped features. ~ Deep experience applying AI/ML in a support context (NLP, LLMs, retrieval, agentic workflows) and integrating third-party platforms such as Zendesk, Intercom or similar — including knowing when to buy, when to build, and how to argue that case. ~ Ability to break down complex, multi-market operational workflows into data-driven product requirements, and to get most insights you need from the data yourself. ~ Define and own a multi-year product vision and strategy for Customer Support that balances automated efficiency with human‐centric care, and translate it into a roadmap the wider business can plan against.



Understand and pre‐empt how competitor support experiences shift customer expectations, and shape our response rather than react to it.

Support Automation: design and scale intelligent, AI‐powered self‐service that resolves customer issues before they ever reach an agent.

Agent

Experience (AX): build best‐in‐class internal tools and workflows that let agents deliver faster, higher‐quality resolutions at scale. Lead development of chatbots, help centres and automated workflows that drive high self‐service resolution rates, running experiments to prove what actually works. Partner with Support Operations to build a world‐class agent desktop that reduces Average Handle Time (AHT) and improves Agent Satisfaction.

Ship the whole experience, not just the release: trigger and lead your commercial, GTM, brand and operations counterparts so support lands consistently in every market. Problem‐solve cost and quality underperformance alongside commercial counterparts, with clear accountability and no excuses. Role‐model cross‐functional collaboration with Engineering, Design, Data Science and Global Support Operations — and push for a high‐performance culture in how the group works.

We are a integral 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. Our purpose at Super has evolved from sports and betting into creating the platform that stretches into the wider world of technology‐driven entertainment.

Super is committed to the highest standards of compliance, safety, and responsibility. We hire and grow talent based on ability and potential, regardless of background and identity because we know diverse perspectives, drive better performance.

📌 Staff Product Manager - Customer Support (Madrid)
🏢 Super
📍 Madrid