Product Manager (CX tool)

BrainRocket is a global company creating end-to-end tech products for clients across Fintech, iGaming, and Marketing. ‍Young, ambitious, and unstoppable, we've already taken Cyprus, Malta, Portugal, Poland, and Serbia by storm. Our BRO team consists of 1,300 bright minds creating innovative ideas and products. We don’t follow formats. We shape them. We build what works, launch it fast, and make sure it hits.

We’re looking for a Product Manager who is passionate about building customer support technology from the ground up. In this role, you’ll lead the creation of our internal customer support system, designed to serve operational and customer-facing teams across the business. This is a unique opportunity to move beyond off-the-shelf platforms and build a best-in-class, proprietary CX solution tailored to our needs

✅Responsibilities:

• Lead the end-to-end development of a custom-built internal CX/support tool, including vision, discovery, delivery, and iteration
• Deeply understand the workflows and needs of internal support teams (CS, VIP, Risk, etc.) through user research and process mapping
• Translate complex operational requirements into clear product specs and user stories
• Define the product roadmap and long-term vision for our internal CX systems
• Work closely with engineering, design, and operations to ship scalable, maintainable, and user-friendly support features
• Design tools that can eventually scale to external B2B use cases, if required
• Build feedback loops that monitor tool effectiveness: response time, automation impact, CSAT, etc.
• Promote internal adoption and manage change across support functions
• Ensure platform reliability, scalability, and alignment with evolving support strategies

✅Requirements:

• 3+ years of Product Management experience, ideally building internal tools in a SaaS or tech-driven company
• Proven experience designing systems from scratch — not just integrating third-party solutions
• Familiarity with customer support or CX environments (B2C or B2B) and how agents work
• Excellent stakeholder management and discovery skills, with a strong operational mindset
• Strong technical acumen and ability to partner closely with engineers and data teams
• Data-driven: fluent in CX KPIs (NPS, CSAT, resolution time, etc.) and continuous improvement loops
• Comfortable working in a fast-paced, high-ownership environment
• Effective communicator with strong documentation and prioritization skills

️ ✅ Nice to Have:

• Background in the iGaming or online entertainment sector
• Experience scaling support tools to handle multi-language, multi-brand, multi-jurisdiction environments

Bold moves start here. Make yours. Apply today!