The Role:
As the Product Manager for Customer Support, you will be responsible for design and deliver a seamless, efficient, and human-centered support experience across all client touchpoints. You will define the strategy and oversee execution to ensure clients can easily access help, resolve issues quickly, and feel supported throughout their journey with XM.
This role requires ownership of key support experience metrics and the ability to balance strategic planning with hands-on execution. You will leverage customer insights, operational data, and user behavior to continuously improve support journeys at scale while driving measurable business outcomes, client satisfaction, and operational efficiency.
The main responsibilities of the position include:
Own and evolve the…