Super.com is a Toronto-founded savings app that offers a $15 monthly Super+ membership providing hotel discounts, cashback, prescription discounts, cash advances, and credit-building tools.
<div class="content-intro"><p>We are on a mission to pioneer the world’s next era of play. As we grow across Europe and Latin America, we’re building The Playstack - the technology powering the next generation of sports, gaming, and fan experiences. Join us, and help make it the most widely used platform in the world! From operations, to marketing, to product, we are looking for talented people who will shape how millions of customers play, watch, and connect every day.</p></div><p class="font-claude-response-body break-words whitespace-normal">Customer Support at Super is not a cost centre — it's a strategic differentiator. As we scale internationally, delivering fast, seamless, and high-quality support becomes critical to earning customer trust and driving long-term growth. We're looking for a <strong>Senior Product Manager</strong> to rethink support from the ground up — blending AI-driven automation with exceptional human experiences — to build a world-class support product. You'll own a high-impact, high-visibility domain, applying cutting-edge AI to solve real customer problems at scale, whilst laying the foundations for how support operates in the future.</p> <p class="font-claude-response-body break-words whitespace-normal"><strong>What the role involves</strong></p> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Define and execute a multi-year product vision for Customer Support that balances automated efficiency with human-centric care: <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2"><em>Support Automation:</em> design and scale intelligent, AI-powered self-service experiences that resolve customer issues before they reach an agent</li> <li class="font-claude-response-body whitespace-normal break-words pl-2"><em>Agent Experience:</em> build best-in-class internal tools and workflows that empower support agents to deliver faster, higher-quality resolutions at scale</li> </ul> </li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Lead the development of chatbots, help centres, and automated workflows that drive high self-service resolution rates</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Partner with Support Operations to build a world-class agent desktop that reduces Average Handle Time (AHT) and improves Agent Satisfaction</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Monitor and optimise key performance indicators including CSAT, AHT, First Response Time, and Deflection Rate</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Collaborate closely with Engineering, Design, Data Science, and Global Support Operations to deliver integrated solutions</li> </ul> <p class="font-claude-response-body break-words whitespace-normal"><strong>What we are looking for</strong></p> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">5+ years of product management experience, preferably in Customer Experience (CX), CRM, or internal tooling</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Experience with AI/ML applications in support — including NLP and LLMs — and integrating third-party support platforms such as Zendesk, Intercom, or similar</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Ability to break down complex operational workflows into data-driven product requirements</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Exceptional ability to communicate vision and technical concepts to both executive leadership and frontline agents</li> </ul> <p class="font-claude-response-body break-words whitespace-normal"><strong>What we offer</strong></p> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Medical / Health Insurance</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Open Annual Leave</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Employee Assistance Programme</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Training & Learning Development</li> </ul> <p class="font-claude-response-body break-words whitespace-normal">Additional benefits vary by country and will be shared during the hiring process.</p><div class="content-conclusion"><p><strong>About Super</strong></p> <p>We are a global technology group, dedicated to building the future of entertainment and fan-centric experiences. With commercial markets in Brazil, Belgium, Poland, Romania, Greece and Serbia, and a network of offices across Spain, Croatia, Malta, Gibraltar, the Netherlands and the UK, we are a truly international organization. Our purpose at Super has evolved from sports and betting into creating the platform that stretches into the wider world of technology-driven entertainment. With a growing and diverse team of more than 5,000 people, we create immersive, responsible, and personalised experiences for millions of customers worldwide.</p> <p><strong>Shaping the Future of Play</strong></p> <p>Everything we do at Super is rooted in doing what is right: for customers, for each other, and for our long-term vision. Our Culture Manifesto is our North Star. It captures our purpose, m