Product Owner – Support & Moderation Platform

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Take ownership of the internal support and moderation platform from start to finish, encompassing vision, roadmap, priorities, and outcomes.

• Manage a unified backlog for helpdesk, chat, moderation, QA, and reporting tools.

• Determine the development priorities and sequencing of features.

• Collaborate with various products throughout the organization to jointly launch features.

• Establish success metrics for each release, such as cost per contact, handling time, deflection, moderation speed, and accuracy.

• Assess whether metrics improve post-launch.

• Engage with agents, moderators, and team leads to comprehend workflows and translate challenges into product strategies.

• Incorporate AI to streamline repetitive tasks, enhance cost efficiency, and improve user experience.

• Guide developers and project managers towards common objectives.

⛳️ Requirements

• Minimum of 2 years of experience managing a product from inception to completion while being accountable for results.

• Familiarity with internal, B2B, or operational tools.

• Strong understanding of support or moderation operations, including queues, SLAs, routing, QA, and 24/7 shift workflows.

• Practical experience in launching AI or automation features and assessing their impact on quality.

• Excellent prioritization abilities and business acumen to evaluate development costs against potential impact.

• Technical proficiency to discuss architecture, trade-offs, and technical debt with engineers.

• Ability to communicate clearly and structurally, along with the capacity to lead without formal authority.

• Proficient in English at an Advanced (C1) level.

• Strong analytical capabilities for data-driven product decision-making.

• Experience with helpdesk platforms such as Zendesk, Intercom, Freshdesk, or a proprietary solution is a plus.

• Background in consumer applications featuring user-generated content is advantageous.

• Experience in managing and leading teams is a benefit.

🏝️ Benefits

• Flexibility to choose your optimal work environment: modern office or remote.

• Access to modern equipment and a budget to create your home office.

• Medical insurance in Ukraine or healthcare compensation for international services.

• Unlimited paid sick leave.

• Enjoy 31 paid vacation days, inclusive of public holidays.

• Budget for Benefits Cafeteria.

• Additional on-site health and wellness perks for office-based employees.

• Competitive salary and regular reviews of compensation.

• Personal Learning Budget available for professional development.

• Opportunities for English lessons and participation in a Speaking Club.

• Access to a corporate library and various learning platforms.

• Career progression through Career Maps, rotation opportunities, and knowledge-sharing initiatives.

• Engage in team-building activities and frequent corporate events.

• Join interest-based communities and participate in both online and offline team activities.

• Support from the appflame Foundation for Ukraine and military personnel.

• Corporate discounts across a broad range of brands and services.

• Referral bonus program available.

• Direct engagement with Snapchat, Facebook, Google, and Apple, along with access to their best practices.

• Well-defined processes and genuine opportunities for advancement within the company.

• Transparent evaluations based on individual performance metrics.