Gerente de Produto, Plataforma de Atendimento

Direct message the job poster from Keeta Responsibilities Plan and iterate on customer service agent workstation (desktop interface), intelligent ticket routing, ticket workflow, and quality inspection/scoring systems. Optimize ticket lifecycle (intake, routing, follow-up, archiving) and permission model to improve ticket handling efficiency and SLA performance. Build data monitoring and BI dashboards to track key metrics in real time, such as agent utilization, AHT (Average Handling Time), and FCR (First Contact Resolution). Research practices on smart quality assurance and AI-assisted replies (AI Copilot), and propose platform-level upgrades. Qualifications 3–8 years of experience in enterprise/SaaS agent console or customer service platform product roles, with at least 1 year owning ticketing systems at a tech company. Familiar with customer support system architectures including CTI, IVR, IM, and ticketing; knowledgeable in message routing, scheduling, and QA workflows. Able to independently analyze complex workflows and distill reusable components; experienced in delivering products across platforms including web, desktop, and mobile. Strong awareness of customer service operational metrics and able to align product goals with cost and efficiency outcomes. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Product Management Industries Internet Marketplace Platforms Referrals increase your chances of interviewing at Keeta by 2x Sign in to set job alerts for “Product Manager” roles. Manager, Product Management LAC-R-245365 We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. J-18808-Ljbffr

Location: Brasil, BR

Posted Date: 6/26/2025