About us:
Hiver is a modern, AI-driven customer service platform used by companies across healthcare, finance, logistics, education, and technology. We help teams deliver fast, human support across email, chat, phone, WhatsApp, and more — without the complexity of legacy helpdesks.
We’re a challenger brand in a category dominated by over-engineered tools. We build software that is simple, powerful, and genuinely helpful; and we operate internally with that same philosophy. If you want meaningful ownership, thoughtful teammates, and work that ships, Hiver is a great place to do it.
Opportunity:
Hiver is an AI-powered customer service platform built for teams that value simplicity and speed. We have two products: Hiver in Gmail (HiG), our core Gmail-native product that turns shared inboxes into a collaborative helpdesk; and Hiver Omni, built for teams managing customer conversations across multiple channels. This role can sit on either product depending on team needs and candidate fit. This is an opportunity for a PM early in their career to build strong product instincts in a high-feedback, fast-shipping environment — while owning meaningful outcomes on a product that competes in a growing and evolving CX landscape. You'll work closely with a Lead PM (your direct manager), designers, and a focused engineering squad. You'll also collaborate with CS, PMM, and support to ensure customers are well-served and product insights flow both ways.
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Discover — Discover customer pain by regularly talking to customers. Synthesize support tickets, feature requests, and call recordings into crisp problem statements. Ground every initiative in real user pain, not opinions.
- Prioritize — Prioritize and balance customer value, engineering effort, and business outcomes. Work with the Lead PM to make deliberate tradeoffs on the roadmap — and be able to defend every choice with data and reasoning.
- Build — Build specs that start with 'why.' Work with designers and engineers to scope, schedule, and ship. Take accountability for quality — catch edge cases, review builds, flag before release.
- Delight — Delight: product changes at Hiver are not just about adding capabilities. We use AI to do the heavy lifting so users don't have to — and we obsess over minimum cognitive load, intuitive UX, and smart defaults. Attention to detail is a core expectation.
- Collaborate — Collaborate cross-functionally with PMM, CS, and support engineers. Keep stakeholders informed — not just updated. Educate, don't just broadcast.
- Measure — Measure: define success metrics before you build. Validate after you ship. Use product analytics to identify retention and engagement gaps, and iterate with a closed loop.
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4 years of product management experience in a B2B SaaS environment. Helpdesk, CRM, or productivity tooling experience is a strong plus.
- Strong written communication — your specs and PRDs are readable, structured, and get to the point fast.
- Analytical mindset: comfortable querying product data, breaking down cohorts, and making decisions with imperfect information.
- Clear opinions and the ability to back them up — you don't just facilitate, you bring a point of view.
- Customer-first instincts: you habitually ask 'why does this matter to the user?' before committing to a solution.
- Comfortable navigating ambiguity and working in a fast-paced, high-trust environment with minimal hand-holding.
- Experience working closely with designers and engineers to ship polished products end-to-end.
- Startup or entrepreneurial experience is a plus.
We specialise in delivering innovative solutions and exceptional services to meet the diverse needs of our clients. With a strong commitment to quality and customer satisfaction, we strive to exceed expectations and drive success in every project we undertake.
