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Description
Who We Are
We’re a fast-growing and profitable startup building the defining company at the intersection of AI, apparel, and culture. We move at a blinding pace, operate in one-week release cycles, and are building infrastructure that enables exceptional customer experiences at scale.
Customer care is not a cost center here — it is a strategic growth lever. Every interaction matters. Every workflow matters. Every tool matters.
We are looking for a builder who will own and elevate the systems that power our Customer Care organization.
The Role
This is not a traditional Product Manager role focused on revenue-driving features. This role owns the engine behind our customer experience.
You will be responsible for defining and executing the product strategy for our customer care ecosystem — including our CRM, support tooling, automation layers, internal workflows, AI enablement, and customer-facing service experiences.
You will work directly with Customer Care leadership, Engineering, Data, and Operations to:
- Identify friction in agent workflows
- Improve tooling efficiency and automation
- Enhance CRM architecture and integrations
- Elevate the end-to-end customer journey
- Leverage AI to reduce resolution time and increase CSAT
- Build scalable systems that support rapid growth
You are not managing tickets. You are architecting systems that make customer care faster, smarter, and more proactive.
Your success will be measured by operational efficiency, agent productivity, customer satisfaction, automation rates, and measurable improvements to the customer experience.
What You’ll Own
- CRM enhancements and optimization (architecture, integrations, workflows)
- Customer care tooling stack (support platforms, automation tools, AI agents, knowledge base systems)
- Agent experience design and workflow efficiency
- Customer journey improvements across post-purchase touchpoints
- Automation strategy (macros, triggers, AI responses, workflow routing)
- Cross-functional roadmap between Customer Care, Ops, and Engineering
- Data-driven improvements to CSAT, FCR, SLA adherence, and resolution time
Requirements
MUST HAVES (Non-Negotiable)
Systems Thinker
You instinctively see the entire workflow, not just the ticket. You think in expected paths, alternate paths, and exception paths. You can map the full lifecycle of a customer issue and identify exactly where systems break down.
Technical Fluency
You don’t need to be an engineer, but you must be technically literate. You understand APIs, integrations, automation logic, data flows, and system architecture. You can read documentation and work directly with engineers to design scalable solutions.
Customer Experience Obsession
You deeply care about the customer. You understand that tooling decisions directly impact customer satisfaction. You think about how internal systems translate to external experience.
Operational Empathy
You respect frontline teams. You talk to agents. You shadow workflows. You build tools that make their lives easier — not more complicated.
Bias for Action
You don’t over-theorize. You identify friction, define the solution, and ship improvements quickly. We operate in fast release cycles and expect measurable iteration.
Ownership Mentality
If a workflow is broken, you fix it. If automation can improve efficiency, you build it. If data is unclear, you define the metrics.
SHOULD HAVES (Strong Candidates)
- 2–5 years in Product, Systems, Operations Product, or Technical Program roles
- Experience working with CRM platforms (Zendesk, Salesforce, Gorgias, HubSpot, or similar)
- Experience building or improving customer support tooling
- Familiarity with automation tools, workflow engines, or AI support tools
- Experience working closely with Customer Care or Operations teams
- Strong documentation skills — clear specs, process maps, and implementation plans
- Comfort with analytics tools and using data to drive decisions
- Experience improving KPIs like CSAT, FCR, AHT, ticket deflection, automation rate
COULD HAVES (Bonus Points)
- Experience implementing AI in customer service environments
- E-commerce or DTC experience
- Experience scaling support operations in high-growth startups
- Strong UX intuition for internal tools
- Exposure to knowledge management systems and self-service strategy
WON’T HAVES (This Role Is NOT For You If…)
- You see customer care as secondary to “core product.”
- You prefer long research cycles over rapid iteration.
- You are uncomfortable working directly with operational teams.
- You only want to build customer-facing features, not internal systems.
- You avoid ambiguity or cross-functional problem solving.
Why This Role Matters
Our customer experience is only as strong as the systems behind it.
This role sits at the intersection of Product, Operations, and Experience. You will directly influence how thousands of customers interact with our brand — and how efficiently our team supports them.
This is high-impact, highly visible work that shapes how we scale.
Benefits
Why Join Jiffy?
- Be part of a cutting-edge, automation-driven customer service team
- Work on innovative projects that improve efficiency and eliminate manual processes
- Make a real impact by shaping the future of customer experience
- Hybrid work model with in-office training to set you up for success
- Opportunities to grow within the company
- Generous compensation and employer paid benefits
- Annual wellness and professional development Stipend
- Perks of getting lots of clothing!
EEO
Jiffy is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Jiffy considers qualified applicants with criminal histories, consistent with applicable federal, state and local law.
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