Sr Support Tools Product Manager

Drive strategy and solve problems for customer support tools.

• •Drive strategy, solve ambiguous and high-impact problems across multiple teams, and influence the long-term strategic direction of our sales technology stack.
• •Key Responsibilities Lead deep user research to identify, document, and anticipate core customer support pain points and future GTM tooling needs.
• •Draft comprehensive Product Requirements Documents (PRDs) and design artifacts (wireframes), ensuring alignment with business goals and automated workflows.
• •Oversee feature execution and drive rigorous usability testing, collaborating with GTMS, Sales Ops, and AI + Data Analytics teams.
• •Coordinate all aspects of release, including change management, enablement programs, and documentation for seamless field adoption.
• •Define and track key performance indicators (KPIs) to measure the success of the tools.
• •Requirements Strong understanding of customer support processes and tools.
• •Experience in product management, with a focus on support tools.
• •Excellent communication and collaboration skills.
• •Ability to work in a fast-paced, dynamic environment.