Product Manager at Hiver

Short Description:

As a Remote Product Manager at Hiver, shape groundbreaking helpdesk solutions rooted in Gmail, leveraging 4+ years of product management expertise and an entrepreneurial edge. Drive customer-centric innovation, prioritize needs, and collaborate for impactful user experiences in a dynamic B2B SaaS environment.

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Position: Product Manager 

Location: Remote 

Category: Product Management 

Employment Type: Full-Time (FTE) 

Remote Work: Yes

About Our Company: Hiver is dedicated to providing teams with a straightforward solution for delivering exceptional, personalized customer service. Rooted in Gmail, our customer service platform is not only intuitive and easy to learn but also a joy to use. Trusted by numerous renowned companies globally, Hiver enables teams to offer attentive, empathetic, and human service at scale. We boast top ratings on G2 and consistently rank high in customer satisfaction.

Our commitment to excellence permeates every aspect of Hiver—we have a beloved product, engaging content, top-tier customer service, and a sales team passionate about both customer satisfaction and meeting targets. Profitable and supported by notable investors, our recent $22 million funding round was led by K1 Capital, preceded by investments from Kalaari Capital, Kae Capital, and the Citrix Startup Accelerator.

Position Overview: As a key player in building the world's inaugural Gmail-based helpdesk, you will spearhead the advancement of our product roadmap. Your role involves in-depth understanding of our customers, prioritizing and translating pain points into detailed stories, and overseeing their progression to release. Additionally, you will immerse yourself in studying our competitive landscape and our distinctive approach to problem-solving. Leveraging your expertise, you will have significant ownership in defining and measuring the outcomes of your work. This is a remarkable opportunity for an experienced product professional to leave a lasting impact, shape our product's future, and transform the landscape of helpdesk solutions.

Key Responsibilities:

1. Ideation: Identify problems to address based on customer pain points and stakeholder input. Select ideas with well-articulated problem statements and clever solutions, supported by thorough market and competitive research.

2. Prioritization and Balance: Juggle customer demands for value, stakeholder expectations for speed, and engineers' pursuit of perfection. Optimize the roadmap with a mix of items that make the most of limited resources.

3. Building: Develop comprehensive product specifications that start with the "why" and collaborate with a cross-functional team to bring the product to fruition. Ensure accountability for scope, schedule, and quality.

4. Delighting: Enhance the product with elements of delight, focusing on minimal effort user experiences, zero cognitive load, pleasing design, witty copy, and meticulous attention to detail.

5. Collaboration: Work closely with cross-functional teams, including marketers, support engineers, and customer success managers. Ensure maximum reach and implement changes that boost sign-ups and enhance conversions. Foster transparent communication and knowledge sharing.

6. Measurement: Define intended outcomes before initiating any development. Validate the achievement of outcomes post-implementation.

7. Iteration: Continuously iterate on the above processes.

Qualifications:

1. 4+ years of overall career experience with at least 4+ years in product management, preferably in B2B SaaS.
2. Startup/entrepreneurial experience is highly advantageous. Prior coding experience is required.
3. Proficient understanding of technology platforms, integrations, and system design to collaborate effectively with engineering and technical leads.
4. Proven experience in growth projects involving experimentation, iteration, and strong analytical skills.
5. Utilize analytics tools, customer feedback, and success indicators to propose promising iterations.
6. Ability to devise simple and intuitive solutions suitable for DIY products like Hiver.
7. Deep understanding of customer journey mapping, user segmentation, and targeting strategies.

 Please click here to apply.