Senior Product Manager, Support Experience

About the role

At Bolt, users rely on support in moments that directly impact their experience — from resolving trip issues to accessing accounts or payments. These interactions play a key role in shaping trust across our platform, which serves over 200M users across multiple verticals and markets.

As a Senior Product Manager, you will own the end-to-end user-facing support experience, including how users discover help, describe issues, interact with support channels, and track resolution. You will be responsible for a high-volume product surface handling millions of interactions each month, including live chat, self-serve tools, and intake flows. Your role will focus on continuously improving quality while balancing operational efficiency and cost-to-serve.

Main tasks and responsibilities

• Defining product strategy and roadmap for the Support Experience domain, covering help discovery, live chat, self-serve solutions, and case transparency.
• Designing and improving user journeys for accessing support, including routing between self-serve, automated, and human-assisted channels.
• Collaborating with cross-functional teams, including Support Automation and agent tooling teams, to deliver seamless end-to-end experiences.
• Running experiments and analysing results to inform product decisions, including impact on user experience and business metrics.
• Balancing user experience quality with cost-to-serve, using data to guide trade-offs and improvements.
• Acting as the main point of contact for Support Experience, aligning stakeholders and providing regular updates across product, operations, and leadership teams.

• You have demonstrated experience in product management, with ownership of consumer-facing products at scale.
• You have a strong understanding of support, customer experience, or user journey design, ideally in multi-sided platforms.
• You have experience balancing user experience with operational or business metrics, including cost-related considerations.
• You have experience working with data and experimentation to inform product decisions.
• You have strong communication skills, enabling effective collaboration across technical and non-technical stakeholders.
• You have familiarity with AI-driven support solutions, real-time systems, or customer support tooling.

• Accelerate your professional growth with unique career opportunities.
• Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.
• Take care of your physical and mental health with our wellness perks.
• Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.
• Connect with colleagues at annual company events and smaller team gatherings.
• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.