Senior Product Manager - Customer Support at Superbet

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. 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. We're looking for someone with: • 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. • Exceptional ability to communicate vision and technical concepts to both executive leadership and frontline agents. What you'll be doing • Define and execute a multi-year product vision for Customer Support that balances automated efficiency with human-centric care. • Support Automation: Design and scale intelligent, AI-powered self-service experiences that resolve customer issues before they even reach an agent. • Agent Experience (AX): Build best-in-class internal tools and workflows that empower support agents to deliver faster, higher-quality resolutions at scale. • Leading 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 (Customer Satisfaction), AHT, First Response Time, and Deflection Rate. • Collaborate closely with Engineering, Design, Data Science, and Global Support Operations to deliver integrated solutions. About Super We are a global 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. With a growing and diverse team of more than 5,000 people, we create immersive, responsible, and personalised experiences for millions of customers worldwide. Shaping the Future of Play Everything we do at Super is rooted in doing what is right: for customers, for each other, and for our long-term vision. Our Culture Manifesto is our North Star. It captures our purpose, mission, and the six core beliefs that shape how we think, make decisions, and act every day. Want to explore our culture in more detail? Visit our careers page: super.xyz/careers Super is committed to the highest standards of compliance, safety, and responsibility. As such, we are active members of the International Betting Integrity Association (IBIA) and the European Gaming & Betting Association (EGBA). At Super, we operate as a high-performing team. We hire and grow talent based on ability and potential, regardless of background and identity because we know diverse perspectives, drive better performance.