Product Manager - Customer Support Systems

About the role

Own the vision, strategy, and detailed product requirements for systems that enable Lab37 to support customers and field-deployed operations at scale. Translate customer, support-agent, and operational insights into a prioritized roadmap spanning self-service, automation, human workflows, case management, triage, and escalation.

What you'll do

• Own and refine a multi-year customer support systems roadmap: Ground priorities in customer research, support data, operational needs, and Lab37's strategic goals.
• Design a scalable, tiered support model: Define experiences and handoffs across self-service, automated resolution, frontline support, specialists, and Engineering or Field Service escalation.
• Build intelligent intake, triage, and routing: Establish the issue taxonomy, severity model, ownership rules, and escalation paths across robotics, KDS, Otter, and related integrations.
• Create automated and human-assisted support experiences: Deliver knowledge tools, guided diagnostics, agent assistance, and playbooks that recommend next steps and preserve context through every handoff.
• Connect support workflows to system context: Bring telemetry, logs, configurations, order and integration status, and customer history into the tools used to diagnose and resolve issues.
• Lead discovery and maintain product artifacts: Author PRDs, service blueprints, user stories, acceptance criteria, and success metrics informed by customers, operators, support agents, and field teams.
• Define, monitor, and analyze KPIs: Measure customer experience, response and resolution time, first-contact resolution, self-service containment, routing accuracy, repeat issues, and cost to serve; translate patterns into root-cause improvements and roadmap priorities.

What we are looking for

• Bachelor's degree in Engineering, Computer Science, Business, Product Design, Operations, or a related field; MBA or equivalent business experience a plus.
• 7+ years of relevant experience, including 5+ years in product management for customer support technology, service operations, enterprise workflow, B2B SaaS, robotics, connected hardware/software, or similarly complex products.
• Proven track record turning ambiguous customer, agent, and operational problems into shipped products and workflows with measurable impact.
• Experience with service design and customer support platforms, including CRM or help-desk systems, knowledge management, omnichannel operations, incident management, or field-service workflows.
• Experience applying AI and automation to self-service, classification, routing, agent assistance, knowledge management, or safe remediation with appropriate human oversight.
• Highly analytical mindset, comfortable using support data, customer feedback, telemetry, service-level and quality metrics, operational data, and financial inputs to drive evidence-based decisions.
• Strong systems-thinking ability across case management, knowledge, automation, data, APIs, integrations, connected hardware/software, third-party platforms, and human workflows.
• Exceptional written and verbal communication skills; able to influence without authority and translate complex technical or operational issues into clear priorities and decisions.

What else you need to know

This role is based in our Pittsburgh office. As a company driven by invention and continuous change - we are constantly reimagining our industries, building new products, and refining how we operate. We do our best work together. That's why all of our office-based teams work onsite, five days a week.

The base salary range for this role is $165,000 - $195,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.

Benefits Summary (USA Full-Time Exempt Employees)

• Medical, dental, and vision insurance (multiple plans, incl. HSA options).
• Company-paid life and disability insurance (short- and long-term).
• Voluntary insurance: accident, critical illness, hospital indemnity.
• Optional supplemental life insurance for self, spouse, and children.
• Pet insurance discount.
• 401(k).
• Health Savings Account (HSA)
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Time Off policies:
• Discretionary vacation days
• 8 paid holidays per year
• Paid sick time
• Paid Bereavement leave
• Paid Parental Leave

• Benefits are subject to change at the company's discretion.
• Atoms accepts applications on an ongoing basis.

Ready to join us as we serve those who serve others?

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