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:
You will lead and represent the Omni product, working closely with the Product and Engineering heads, founders, GTM leaders, and a team of sharp product folks (product managers, designers, and analysts). You will independently drive the vision, roadmap, execution, and growth of the product, grounded in a deep understanding of our customers, competitors, business goals, and industry trends. This is a full ownership role, covering the product, the strategy, and the outcomes.
What will you do?
As a product leader in a fast-paced startup, you are expected to be customer-obsessed, data-informed, and excited about advocating product growth strategies to company leadership while following up with demonstrable results. You are expected to get close to the work, dive deep when needed, and lead from the front. As a cross-functional leader, your ideas and approaches will need to have enough conviction, data, and projected benefits to influence senior stakeholders across teams such as Engineering, Support, Customer Success, Marketing, and Sales. While ensuring constant progress in product growth and functionality, we are “problem-focused” and not “feature-focused”, and the best work here starts with a sharply articulated problem statement. You will be expected to model that discipline and instill it in your team. You will mentor and work hands-on with a team of product folks to:
- Ideate: Spend real time in conversation with customers and prospects to build a first-hand understanding of their use cases, workflows, and pain points. Pick problems to solve based on empathy towards those pain points and stakeholder asks. The ideas that get picked are usually the ones with the best-articulated problem statements and cleverly crafted solutions. Market and competitive research is a big part of this process.
- Prioritize and balance: Customers demand value, stakeholders expect speed, and engineers crave perfection. Ensuring a mixed bag of items in the roadmap with optimal use of scarce resources is key to succeeding in this role.
- Build: Define product specifications that start with the “why”, are comprehensive in coverage, and yet succinct in readability. Work with a cross-functional team of architects, engineers, and designers to ship with speed and consistency. Own scope, schedule, and quality, and set the bar for rigor and execution across the team.
- Collaborate & Convert: Work with a cross-functional team of marketers, support engineers, sales representatives, and customer success managers to ensure maximum reach and implement product changes that increase signups and improve conversions. Contribute materially to go-to-market thinking: messaging, positioning, and the product’s role in the sales motion. Avoid information asymmetry. Educate, not inform.
- Measure & Report: Define intended outcomes before building anything. Validate that outcomes were met after building everything. Surface the metrics that drive decisions and refine strategy.
What are we looking for?
- 10+ years of career experience with at least 8+ years of product management experience.
- A minimum of 4 years of experience in B2B SaaS.
- A minimum of 2 years of experience as Group PM, Associate Director, or equivalent, managing a team of PMs as direct reports. People management is a core part of this role.
- A minimum of 2 years of start-up / entrepreneurial experience is required. You must be familiar and comfortable with a startup mindset and its modus operandi to be successful in the role.
- Demonstrated experience in growth projects requiring experimentation, iteration, and strong analytical skills. Leveraging analytics tools, customer feedback, and success signals to come up with promising iterations is a big part of this role.
- Ability to arrive at simple and intuitive solutions that are best suited for DIY products like Hiver.
- Demonstrated experience in high ownership and driving decisions involving the leadership team.
- Demonstrated experience of shaping product trajectory at a meaningful level: influencing direction and securing leadership buy-in for decisions that moved the business.
- Substantial experience driving cross-functional collaboration, aligning engineering, design, sales, and customer-facing teams around shared goals in a fast-moving environment. The expectation is to educate, not just inform.
- Strong ability to abstract and disambiguate. You should be comfortable working in ambiguous set-ups and should be able to break the problem down into smaller parts with ease. We are looking for someone who is energized by the vagueness, not unsettled by it.
- AI fluency and a solid understanding of AI concepts, with demonstrated experience of ideating and leading AI-powered features to delivery.
Excellent written and verbal communication is a must-have.
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Bonus points if you have:
- 2+ years of experience with technology roles and/or coding is a big plus. The ability to understand technology platforms, integrations, and system design to be able to work with engineering architects/leads will influence success in this role.
- Experience building a collaboration solution or in Hiver-adjacent businesses is a plus.
- Familiarity with an enterprise customer base 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.
