Product Manager (B2B SaaS)

Location: Poland/Europe remote.

Salary: 15k PLN - 18k PLN/3550 - 4250 EUR monthly under a B2B contract (self-employed) or an equivalent under contract of employment.

Tidio is the customer service platform that aligns AI and people so businesses can scale without losing trust or the human touch. Our goal is to help entrepreneurs grow by making customer service more efficient while keeping it helpful.
Working at Tidio means impacting thousands of companies and millions of their users. But our clients are not the only ones who can grow with us. By joining Tidio you can grow too!

A few facts about us:

• Our product is one of the worlds leading AI customer service solutions and our goal is to become no. 1

• We are among the Top 50 AI and Customer Service Products in G2s Best Software Awards 2024.

• We currently rate at 4.7/5 in both Shopify and G2.

• Our ML team was among the first in the world to launch an AI agent (Lyro) for customer service!

• Every month our widget is viewed by 350 million unique users which is 4% of the global population.

• Currently we hire over 150 fantastic people.

Would you like to see what working with us looks like Check out our #GrowWithTidio video

Were looking for the next driven and analytical Product Manager to join our Escalate value stream responsible for building a Customer Service Platform focused on the human support experience - after the AI Agent completes its part and transfers the case to human agents.

The Escalate value stream is formed by different tech teams that strictly cooperate on Tidios HelpDesk product. The teams are made up of several backend and frontend engineers as well as a QA a Product Designer and an Engineering Manager.

Tidios HelpDesk is a unified customer service platform designed to streamline all customer interactions into a single dashboard. It combines a traditional ticketing system with live chat and multichannel support allowing users to manage conversations from email chat Messenger WhatsApp Facebook and Instagram in one place.

You will help us make a transition from an AI Agent LiveChat-based product into an AI Customer Service Platform by:

• analyzing market trends customer needs and behavior to influence the product roadmap

• working closely with the GTM squad to build awareness of the new product line

• measuring success through adoption engagement and customer satisfaction metrics for email-based communication

• owning and maintaining the product roadmap as a communication tool

• using data to articulate assumptions and provide engaging recommendations to justify product decisions to leadership

• monitoring and understanding product-related metrics and their mechanics

• speaking with customers to gather feedback uncover real problems and identify optimization opportunities

• overseeing the product launch cycle. From idea to production to ensure quality alignment and proper communication.

You are a perfect fit if you have:

• hands-on product management experience in a tech product company covering the full lifecycle from discovery to delivery;

• experience scaling a product working with growing complexity users data and teams;

• solid problem-framing mindset you can synthesize multiple signals (user feedback data market input) into clear well-defined problems;

• well-developed analytical skills you use quantitative data (metrics analytics) and qualitative insights (user feedback research outputs) to guide decisions and measure impact;

• an iterative approach to problem-solving you test ideas quickly validate assumptions and are comfortable dropping solutions that dont work;

• experience working closely with development teams in an agile environment from refinement to release in close collaboration with engineers;

• strong ownership and accountability you focus on outcomes take responsibility for results and see the products success as your own responsibility;

• excellent communication and collaboration skills you communicate clearly align stakeholders and drive shared understanding;

• fluent English essential for clear communication in an international environment.

You will earn extra points for:

• familiarity with the Customer Service space (e.g. prior experience as a support agent working as a consultant)

We would like to offer you:

• Salary: 15k PLN - 18k PLN/3550 - 4250 EUR monthly under a B2B contract (self-employed) or an equivalent under contract of employment.

• Remote work model with flexible hours.

• Possibility to work from one of our offices in Szczecin/Warsaw or access to coworking spaces.

• 26 days off guaranteed in a year.

• Great development opportunities company-supported courses and conferences.

• Individual work toolsMacBook Pro Dell screen JBL headphones You can tailor the equipment to your needs.

• Sport & wellness benefit - no extra charge.

• Private medical care - no extra charge.

• Mental well-being program individual therapy sessions and resources for employees.

• Free access to one of the most popular e-book/audiobook services.

• Regular social events (company-wide offsites team events).

• Budget for 1:1 English language classes.

What happens when you send your CV

• Call with a recruiter.

• Task.

• Final interview with the Chief Product Officer

• Offer and fireworks

Diversity Statement

One of Tidios core values is to play fair. Therefore we treat all candidates equally. We do not discriminate based on race religion color national origin gender sexual orientation age marital status or disability status. This means recruitment and selection of talent to Tidio is only based on individual merit and qualifications directly related to professional competence.

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83% recommend us to a friend

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