Customer Service Representative advising students in learning languages via phone, chat, and email at EF Education First. Motivating students and guiding them through the online school experience from Barcelona.
About the role
- Product Manager at Alan defining AI customer support strategy and managing high-impact product roadmaps. Collaborating with teams to enhance user experiences across various platforms.
Responsibilities
- Product Managers at Alan are responsible for going deep on user needs, defining a product strategy, and turning it into a high impact product roadmap.
- You'll work closely with designers, engineers and ops to define the right product and implement it.
- You'll partner and align with all parts of the business: sales, customer care, insurance.
- You'll own a product area at the frontier of AI, reinventing customer support by empowering Care teams with AI agents that automate a growing share of written and voice conversations.
- Working in the Support crew means expanding AI-powered experiences that today already resolve 50% of mobile interactions automatically, with a quality that matches or exceeds human-led conversations.
- You'll shape the next generation of AI customer support: a coherent experience across Email, Phone, and Chat, with correct resolution when possible and smooth escalation to a Care expert when needed.
- You'll build tooling that lets Care and Ops teams configure, test, monitor, and improve AI agents, with the right guardrails to ensure trust and quality.
- You'll stay at the forefront of AI progress and directly translate it into product impact, deploying our agent stack across multiple countries.
- You'll work with a world-class team.
Requirements
- At least 2 years of experience in a product management role (or equivalent product ownership) in a fast-paced, high-autonomy environment.
- Fluency in French and English.
- Curiosity and genuine excitement for AI: experience building AI products, or a strong willingness to learn how LLM-based systems behave in production and their common failure modes.
- A builder mindset: hands-on and comfortable working close to the product's "engine room" (debug tools, traces, evaluation dashboards, workflows) to understand what's really happening and unblock progress.
- Strong product execution skills: you set measurable goals, prioritize effectively, and ship iteratively, balancing quality, speed, and impact.
- The ability to bridge technical and non-technical worlds: you translate between engineering constraints and Care/Ops reality, and drive alignment through clear framing and sharp decision-making.
- A member-first instinct: strong intuition for trust, clarity, and UX quality, with experience running effective discovery (interviews, shadowing, data) and turning insights into scalable solutions.
- Strong written communication skills in internal- and external-facing settings.
Benefits
- Fair rewards. Generous equity packages complement your base salary, *for permanent contracts only.*
- Flexible Office. Amazing office space at our HQ, sponsored co-working hubs or a full-remote experience with home office equipment sponsorship, we want you to live where you’re the happiest.
- All the tools you need. Top of the range equipment: Macbook Pro, keyboard, laptop stand, monitor, and Bose noise-canceling headphones.
- Flexible vacation policy and flexible working hours. Organize your time as you wish.
- Delightful healthcare insurance: Extremely comprehensive health insurance - 100% for you and your children, 90-100% for partners depending on your country* (permanent contracts only)*.
- Transport. Country-specific commuter benefits.
- Learning & Training opportunities. A highly flexible Training policy free books and budget to attend and speak at conferences if the opportunity arises.
- Personal growth through coaching: At Alan, coaching isn't just a perk - it's core to who we are. Every Alaner is paired with a dedicated coach from day one, who helps maximize their impact, nurture engagement, and navigate Alan's values to develop their full potential.
- Parental leave. Extended parental leave for all new parents, *for permanent contracts only.*
Job title
Job type
Experience level
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Degree requirement
Location requirements
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