Product Manager - Customer Care

About this role

Responsibilities

• Define the goals and north star for the team and own the roadmap to achieve domain outcomes.
• Own the chat and AI experience for riders and drivers, solving customer support problems through automation, along with help center experiences and back-office tools used by customer service agents.
• Collaborate with Product Managers across Rider, Driver, Marketplace, and New Business to prevent customer contacts.
• Work closely with stakeholders, including customer service operations and country teams, to align on goals and support localization across markets.
• Write clear product specifications and define requirements, prioritize the backlog, and drive execution with a dedicated engineering team.
• Design and iterate conversation flows and define effective escalation paths to human agents within the chat experience.
• Use data to identify opportunities and improve key metrics such as containment rate and customer satisfaction.
• Work with data and engineering on prompt tuning and intent mapping, evaluate response quality, and continuously improve resolution outcomes.
• 3–6 years of product management experience, with at least 2 years relevant experience building customer support products.
• Must have domain expertise in telephony e.g. Aircall, Twilio, Vonage
• Startup or scale-up mindset; fast execution, high ownership, metrics focused
• Past experience building chat automation products using generative AI tools
• Experience building for European Customers
• Experience working in a company which is operations heavy
• Flexible working arrangements
• LinkedIn Learning
• Sabbatical & special leave policies
• WeRoad partnership
• Birthday, 24th + 31st December off
• Short term EU work policy

Requirements

• Mobility Credit
• Health Insurance
• Employee assistance program
• At least 3 to 5 years of relevant working experience outbound Marketing.
• Expert-level, hands-on management of CRMs like HubSpot, Salesloft, and Salesforce.
• Proficiency with automation tools like Clay, Cargo, or Zapier, ideally including basic scripting in JavaScript or Python.
• Proven experience with Account-Based Marketing (ABM) models and tools that empower sales outbounding.
• Ability to serve as the primary contact for resolving tech stack issues and data friction.
• Excellence in technical translation and leading alignment meetings between Sales and Marketing teams.
• The ability to stay ahead of "MarTech" trends to keep the operational infrastructure competitive
• Flexible working arrangements
• LinkedIn Learning
• Sabbatical & special leave policies
• WeRoad partnership
• Birthday, 24th + 31st December off
• Short term EU work policy
• Mobility Credit
• Health Insurance
• Employee assistance program

About FREENOW

Freenow by Lyft empowers smarter mobility decisions, helping people to move freely and cities to thrive. Through our multi-mobility app, we feature broad options for everyone across 9 European markets and over 180 cities. Millions of passengers can access services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds, and public transport within a single app. In July 2025 Freenow was acquired by Lyft, a global mobility platform, which connects riders and drivers for billions of rides across North America and Europe. Together, Freenow and Lyft are creating a more caring and connected world, with transportation for everyone. We are a global, diverse, highly motivated, and collaborative team that strives for excellence and likes to have fun. Ready for your next ride?