New Product Manager, Support

The Product Manager (Support) will lead the product vision and execution for Motive’s customer self‑serve support and knowledge experiences. Reporting into the Product & Strategy organization, you will define how customers discover answers, resolve issues faster, and seamlessly transition to assisted support when needed. Collaboration with Support, Knowledge, Design, and Engineering is essential to deliver intuitive help experiences, implement sustainable content governance, and introduce AI‑enabled discovery and guidance. This role involves owning the end‑to‑end strategy for self‑serve support and knowledge experiences, aiming to reduce customer and Support Team effort while increasing successful resolutions. Setting the Product direction for the customer support experience to make it best-in-class, and shaping the internal Support team Product experience. The candidate will be responsible to Partner with cross‑functional teams to deliver clear information architecture, consistent templates, and scalable content workflows with measurable quality bars. Defining and operationalizing a metrics framework (e.g., self‑service effectiveness, search satisfaction, CSAT, FCR) and running experiments to improve outcomes is a must. The candidate will introduce and iterate AI‑enabled search, knowledge, and chat, solutions, and guided assistance patterns that accelerate discovery and improve handoffs to human technical support when appropriate. The role also requires to align Help and Support experiences with the evolving support operating model, ensuring segment‑appropriate journeys and reduced transfers.