Product Manager

About Kim.cc
Kim.cc is an AI powered customer support platform built for e-commerce. We offer a suite of customer support products that integrate with helpdesks like Gorgias, Zendesk, Zoho Desk, and RichPanel, as well as our own native helpdesk. We also integrate with other third party tools commonly used across e-commerce, and we support multiple customer support channels. Our goal is to help e-commerce brands automate and improve support at scale.
The Role
We're hiring a Product Manager to own our platform, which is made up of core systems, some AI driven and others programmatic.
Our customers are e-commerce businesses running real operations, so this role means thinking in terms of their business problems, and designing platform solutions that hold up across different customer setups, scales, and workflows.
This is fundamentally a product management role. AI is a significant part of what the platform does, so familiarity with how AI systems work is important.
What You'll Do
Own the platform end to end : discovery to delivery of features
Identify and scope problems, whether they come from customers, internal teams, or data, into clear, actionable product problems
Perform product research, design and drive solutions from concept to launch, working closely with engineering, design, and QA
Write clear, detailed product specs and align cross functional stakeholders around them
Validate decisions with evidence. Define and track the success metrics of the product.
Write specs for AI systems grounded in AI governance and reliability risks like hallucination
Bring clear judgment on which parts of the platform should be AI driven versus deterministic, and turn it into a roadmap serving multiple customer businesses at once
Ability to contribute the requirements of your platform into the overall product goals
What We're Looking For
Must Haves
Strong product management skills: discovery, prioritization, spec writing, and execution
Excellent ability to define problems clearly, even when they start out messy or ambiguous
Ability to conduct product research and translate it into clear, actionable next steps
Sharp problem solving, with the ability to think outside the box
Solid understanding of product testing and experimentation methodologies
Good working knowledge of platform analytics, including what to measure and why
Proven ability to lead or strongly influence a cross functional team of developers, designers and QA, without direct reporting lines
Ability to prompt and iterate on AI behavior
General understanding of how AI systems, AI Agents or workflows are built, enough to have a real conversation with engineering
Nice to Have
Awareness of hallucination and other AI reliability challenges, and how product decisions can account for them
Experience working on a product with multiple third party integrations
Exposure to helpdesk ecosystems such as Gorgias, Zendesk, Zoho, RichPanel or Freshdesk
Experience working with Shopify e-commerce ecosystem
Personal Attributes
Genuinely passionate about product and about building things that work
Academically strong, with a track record that reflects rigor and depth
Grounded, with high drive, low ego and high ownership
Strong work ethic. You follow through, and you don't need to be chased
Good oral and written communication
Good social skills and people management skills
Please share your resume as well as your portfolio if this role interests you at Hireme@kim.cc

Work arrangement
No