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Description

About CWILL

CWILL (pronounced 'quill') is a post-purchase and retention suite built for Shopify brands. Reduce support tickets, recover lost revenue from returns, and turn one-time buyers into loyal fans — with tools purpose-built for every touchpoint that follows the sale.

About the Role

As our product portfolio grows, we need new product talent that can learn fast, stay close to users, and help turn real customer problems into great product experiences. Our Product Management Trainee program places you inside one of our product teams, where you'll learn the full PM workflow through real work — not slides and simulations. You'll start by supporting core product tasks, and over time grow into someone who can independently own a product module or direction.

You'll join the AI Chat team. CWILL AI Chat is our AI customer service chat for Shopify stores. It answers shoppers' questions around the clock, from "Where's my order?" to returns, product questions and store policies, and hands off to a human when needed.

Product Intro:

https://www.cwill.com/products/ai-chat/

Base location required:

Cary, NC

(We are unable to hire in other states; relocation will be required.)

Hybrid remote working setting

What You'll Do

AI Chat Focus

• Review real conversations, find where the AI misunderstands shoppers or gives wrong answers, and work with engineering on fixes
• Design how the AI handles common intents such as order status, returns, refunds and product questions, including when to ask a clarifying question and when to hand off to a human agent
• Work on how AI Chat uses order, tracking, returns and policy data so answers are accurate and the AI never promises something that has not happened
• Track metrics such as resolution rate, handoff rate, answer accuracy and shopper satisfaction, and help build evaluation sets to check quality before and after each release

Product Requirement Analysis & Solution Design

• Collect and analyze user feedback, customer requests, product data, and market information to identify product improvement opportunities
• Participate in feature planning discussions — ideation, user flows, and solution design
• Under PM guidance, produce requirement documents, user flows, wireframes, functional specs, and acceptance criteria
• Track features from discovery through design, engineering, and launch — make sure problems are clearly defined and solutions land correctly

Product Iteration

• Monitor product data and user feedback after launch; surface issues and propose next improvements

User & Market Research

• Join user interviews and feedback sessions with Shopify merchants and ecommerce brands
• Track competitors in your product's category and produce structured competitive analysis
• Convert user insights and market signals into actionable product recommendations

Cross-Team Collaboration & Execution

• Work closely with engineering, design, QA, operations, and customer success to drive high-quality product delivery
• Proactively track project progress and flag issues early
• Own your tasks with a results mindset — follow through on commitments and complete retrospectives after launch

Continuous PM Development

• Learn product planning, user research, data analysis, and project management through real work
• Conduct retrospectives on the features you ship; build your product judgment through iteration
• As you grow, take on increasing responsibility — eventually owning a product module or workstream independently

Requirements

Education & Experience

• Recent graduate from a US university (BS or MS), or within 1–2 years of graduation
• Any major welcome; Computer Science, Information Systems, Business Analytics, Engineering, Economics, or Design preferred
• Internship experience in product management, product operations, business analysis, user research, software development, or a SaaS company is a plus
• Mandarin Chinese communication ability required

Passion for Product Work

• Genuine interest in internet products, SaaS, or the tech industry — you want to build a career in product management
• Sensitive to user experience and product details; you ask "why does this problem exist?" and "how do we make this better?"
• Curious about new technology; willing to learn continuously and move fast

Learning Ability & Logical Thinking

• Fast learner who can absorb new business contexts, product logic, and technical concepts
• Structured thinker — you can break down complex problems, identify the core issue, and form clear conclusions
• Comfortable grounding product decisions in data and user facts

Owner Mindset & Execution

• Strong sense of ownership — you go beyond your assigned tasks and proactively drive resolution
• Results-oriented; when faced with uncertainty, you gather information, coordinate resources, and follow through
• Detail-oriented and thorough — you balance execution speed with delivery quality

Communication & Collaboration

• Strong written and verbal English communication — you can clearly articulate ideas and product thinking
• Collaborative across functions — you build effective working relationships with engineering, design, and business teams
• Open to feedback; constructive and practical in discussions

Nice to Have

• Hands-on experience building with LLMs (prompting, chatbots, agents) or evaluating AI output
• Experience in customer support, conversational design or UX research
• Familiarity with e-commerce or Shopify stores

Benefits

Starting Pay: 60k-85k depends on experiences, open to negotiation

• 401(k)
• PTO
• Paid Holidays
• Insurance