Product Manager I

Overview

Support the Product Manager team for EarnIn's core Customer Care platform (Kustomer) as an individual contributor, helping transition the care organization from a legacy Zendesk setup to a modern, integrated ecosystem.

What you'll do

• Help organize and refine task specifications and feature requests for Kustomer under the lead product manager's direction.
• Gather insights and agent feedback from daily workflows to surface pain points and recommend minor process improvements.
• Write clear specs for minor features and workflow improvements to help reduce handle time and assist frontline agents.
• Assist senior PMs in gathering data requirements so Kustomer can properly ingest basic member details from internal tooling.
• Collaborate with immediate team members, design, and engineering to clarify feature requirements and task details.
• Learn the technology domain and ask clarifying questions to help track project updates and deliver defined feature tasks.
• Support initiatives that simplify agent tasks and reduce manual data lookup.
• Assist in documenting and monitoring chatbot-to-agent handoff flows within defined parameters.
• Use basic analytics tools to analyze project results post-launch and support feedback loops.
• Maintain clear communication and routine status updates with your manager, immediate team, and key partners.
• Assist with user acceptance testing (UAT) and feature validation to ensure quality releases.
• Seek actionable feedback from teammates, learn from mistakes, and apply learnings to future tasks.

What you'll need

• 6 months of Product Management experience.
• A Bachelor's+ degree in a relevant technical or business field (e.g., Computer Science, Engineering, or Economics).
• Experience using various AI tools (Claude, Cursor, etc.) to enhance, automate, and improve your work.
• Strong analytical skills.
• Excellent organizational and time management skills.
• Effective communication (spoken and written) and interpersonal skills to work collaboratively with Product, Engineering, and Care Operations teams.
• Strong problem-solving mindset with good attention to detail.
• Strong communication skills and the ability to work effectively in a team environment.
• A problem-solver eager to untangle complex, legacy systems and translate them into elegant, high-performance functional requirements.

Nice to have

• Familiarity with API-driven architectures and experience evaluating external vendor solutions.

Details

• Hybrid role based at the Bengaluru office, with 2+ days in the office per week.
• Opportunities to collaborate with and travel to the Mountain View HQ and Bangkok site.