Product Manager

Location: Poland/Europe, remote.

Contract: Self-employed (B2B) or contract of employment (UoP)

Tidio is the customer service platform that aligns AI and people, so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful.
Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio, you can grow, too

A few facts about us:

• Our product is one of the world's leading AI customer service solutions, and our goal is to become no. 1

• We are among the Top 50 AI and Customer Service Products in G2's Best Software Awards 2024.

• We currently rate at 4.7/5 in both Shopify and G2.

• Our ML team was among the first in the world to launch an AI agent (Lyro) for customer service

• Every month, our widget is viewed by 350 million unique users, which is 4% of the global population.

• Currently, we hire over 150 fantastic people.

Would you like to see what working with us looks like? Check out our #GrowWithTidio video

We're looking for the next driven and analytical Product Manager to join our Escalate value stream, responsible for building a Customer Service Platform focused on the human support experience - after the AI Agent completes its part and transfers the case to human agents.

The Escalate value stream is formed by different tech teams that strictly cooperate on Tidio's HelpDesk product. The teams are made up of several backend and frontend engineers, as well as a QA, a Product Designer, and an Engineering Manager.

Tidio's HelpDesk is a unified customer service platform designed to streamline all customer interactions into a single dashboard. It combines a traditional ticketing system with live chat and multichannel support, allowing users to manage conversations from email, chat, Messenger, WhatsApp, Facebook, and Instagram in one place.

You will help us make a transition from an AI Agent + LiveChat-based product into an AI Customer Service Platform by:

• analyzing market trends, customer needs, and behavior to influence the product roadmap,

• working closely with the GTM squad to build awareness of the new product line,

• measuring success through adoption, engagement, and customer satisfaction metrics for email-based communication,

• owning and maintaining the product roadmap as a communication tool,

• using data to articulate assumptions and provide engaging recommendations to justify product decisions to leadership,

• monitoring and understanding product-related metrics and their mechanics,

• speaking with customers to gather feedback, uncover real problems, and identify optimization opportunities,

• overseeing the product launch cycle. From idea to production, to ensure quality, alignment, and proper communication.

You are a perfect fit if you have:

• previous experience in product management, tech, or consulting (Big4),

• a problem-generalization mindset — you can look at multiple customer feedback points and identify the underlying, shared issue,

• strong analytical skills — you're comfortable working with data and using it to guide decisions,

• experience in user research — you know how to explore user needs, test assumptions, and extract meaningful insights,

• solid market research skills — you understand how to evaluate market dynamics and spot opportunities.

• adaptability — you handle change well and remain effective in a fast-evolving environment.

• excellent communication and collaboration skills — you work effectively with engineering, product, and data teams.

• a curiosity-fueled learning mindset — whenever something is unclear, you take initiative to investigate, learn, and build deeper understanding,

• fluent English — essential for clear communication in an international environment.

You will earn extra points for:

• familiarity with the Customer Service space (e.g., prior experience as a support agent, working as a consultant),

• SaaS background.

We would like to offer you:

• Remote work model with flexible hours.

• Possibility to work from one of our offices in Szczecin/Warsaw or access to coworking spaces.

• 26 days off guaranteed in a year.

• Great development opportunities – company-supported courses and conferences.

• Individual work tools—MacBook Pro, Dell screen, JBL headphones? You can tailor the equipment to your needs.

• Sport & wellness benefit - no extra charge.

• Private medical care - no extra charge.

• Mental well-being program – individual therapy sessions and resources for employees.

• Free access to one of the most popular e-book/audiobook services.

• Regular social events (company-wide offsites, team events).

• Budget for 1:1 English language classes.

Diversity Statement

One of Tidio's core values is to play fair. Therefore, we treat all candidates equally. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. This means recruitment and selection of talent to Tidio is only based on individual merit and qualifications directly related to professional competence.

We now rate at 4.3/5

81% recommend us to a friend

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