Own 0-to-1 development of Customer Care conversational systems, including chat, voice and phone support, knowledge bases, and tool integrations. Shape bot architecture with engineers, research customer conversations and data, prototype solutions with AI tools, test with users, and scale or ship fixes.
Write and iterate prompts, skills, and knowledge; build evaluations to detect regressions. Run A/B tests of models, prompts, and flows, define success metrics, and monitor deflection, handoff reasons, resolution quality, CSAT, handling time, and cost per conversation. Write technical product specifications, prioritise releases, and collaborate with Engineering, Design, Analytics, QA, Operations, and business owners.
Requirements: 4+ years in product management, product engineering, or a similar technically involved role, including hands-on application of LLMs or agentic AI to real products. Proven experience taking ideas from 0 to a live product with real users. Daily use of LLMs, vibe coding, and AI agents. Strong knowledge of at least one programming language, such as Python, plus comfort with Git, databases, and system-architecture evaluation. Strong analytical skills, clear English communication, and a self-directed working style. Degree in Computer Science, Software Engineering, or equivalent practical experience.
Nice to have: Customer support, conversation design, product, or prompt engineering background; LLM or automation side projects; fintech or banking support experience; experience with Langfuse, Kustomer, Zendesk, and voice and telephony stacks including STT, TTS, and turn detection.
Conditions and benefits: Fully remote outside office locations, or hybrid in Almaty, Barcelona, Limassol, Portugal, or Serbia. Relocation support to Cyprus, including visa support and a relocation package. AI-first culture, learning and development budget, fully paid vacation and sick leave, sports compensation, growth opportunities, and significant responsibility.