Product Manager, CX & Support Operations

About OwnerOwner is the AI-native system local business owners use to succeed, starting with restaurants.We’re building the system that replaces the many tools owners use to run their business.It powers everything from the restaurant’s website, online ordering, CRM, POS, and more.Product philosophyMost small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically.Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it.Using Owner should feel like having a team of great operators, engineers, and marketers working for you.Our visionWe’re starting by helping independent restaurants succeed online.But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive.Once we nail the solution for restaurants – we’ll scale it into every other local business type.In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age.Read our Series C memo here →Our tractionSince 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com website.More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees.Our teamOur team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe.We’ll be scaling even faster in 2026 to keep pace with our customer growth.Where we workOwner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location!Why we're looking for youOur Support organization is scaling fast, and our tooling needs to scale with it. We’re architecting best-in-case infrastructure that makes it easy for our support agents to provide the best possible expereince to our customers — and we need a dedicated owner to shape and execute the Support RevOps roadmap. You'll scale our Service Cloud case management, own Intercom configuration and integrations, and partner directly with Support Managers and Directors to make every workflow faster and easier for our agents.  The impact you'll haveOwn and advance the Support RevOps roadmap in close partnership with Support leadershipBuild and optimize Salesforce Service Cloud case management — queues, SLAs, & escalationsOwn Intercom configuration and long-term optimization: workflows, custom apps, data connectors across channels (phone, email, chat), and optimize FINSupport improvements to Assembled (Workforce Management System): forecasting, scheduling, and adherenceSupport auto/AI-QA initiatives: automated quality assurance and scoring of Support interactionsReduce Support's reliance on Product and Data teams through self-serve reporting and integrationsDecrease time-to-answer and improve resolution rates for Support agentsDocument scalable Support processes and enablement materialsFuture-proof Support operations for continued growth Who you'll work withRevenue Operations Manager, Customer SuccessSupport leadership (Director of Support, Support Managers) for case management strategy and workflow designCustomer Success leadership for cross-team process alignmentRevOps/Salesforce development team for integration design and implementationProduct/Data teams for Intercom data connectors and reportingSupport agents as primary end users of the systems and workflows you buildWhat we're looking for3+ years in revenue operations, support operations, or systems administration for a customer-facing teamDeep, hands-on Intercom expertise: workflows, custom apps, data connectors, multi-channel (phone, email, chat) and FIN configurationExperience with workforce management (Assembled or similar) and/or QA/auto-QA tooling a plusStrong Salesforce Service Cloud experience for case management: queues, SLAs, escalation, and reportingSupport domain knowledge: ticketing, case lifecycle, SLAs, escalation paths, agent enablementIntegration knowledge (APIs, webhooks, data connectors)Experience working on an Agile team (sprints, stand-ups, user stories) and owning/managing a roadmapCross-functional collaboration translating Support pain points into scalable systemsPragmatic execution: balance speed with quality, ship MVPs, own problems end-to-endHigh-growth startup experience preferredPay and benefitsThe estimated base salary range for this role is $80,000 - $110,000 USD, plus a generous pre-IPO equity package. Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks!Notice - Employment ScamsCommunication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address.We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.