Product Manager (CX tool) Lisboa

Product Manager (CX tool)
Lisboa
Lisboa, Lisboa, Portugal

We’re Brain
Rocket — an international software development and digital solutions company driven by 1, 300 talented professionals across Cyprus, Malta, and Portugal.
Here, everything moves at rocket speed: driving innovation, pioneering projects, and
- tracking careers.
Together, we turn ideas into action—let’s get started!

We’re looking for aProduct Managerwho is passionate about buildingcustomer support technology from the ground up. In this role, you’ll lead the creation of ourinternal customer support system, designed to serve operational and
- facing teams across the business. This is a unique opportunity to move beyond
-
- shelf platforms andbuild a
-
- class, proprietary CX solution tailored to our needs.

Responsibilities:

• Lead theend-to-end developmentof acustom-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 requirementsinto clear product specs and user stories
• Define theproduct roadmapand
  - term vision for our internal CX systems
• Work closely with engineering, design, and operations to ship scalable, maintainable, and
  - friendly support features
• Design tools that can eventuallyscale 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 aSaa
  S or
  - driven company
• Proven experience designing systems from scratch — not just integrating
  - party solutions
• Familiarity withcustomer 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
  - paced,
  - ownership environment
• Effective communicator with strong documentation and prioritization skills
• Background in the i
  Gaming or online entertainment sector
• Experience scaling support tools to handlemulti-language,
  - brand,
  - jurisdictionenvironments

Bold moves start here. Make yours. Apply today!

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