Product Manager I
POSITION SUMMARY
EarnIn is seeking a dedicated Product Manager to support our core Customer Care platform (Kustomer). Under guidance from product leadership, you will assist in transitioning our care organization from a legacy Zendesk setup to a modern, integrated ecosystem. This role helps define how internal care tools, routing workflows, and backend data features help frontline agents deliver efficient service.
Operating as an Individual Contributor (IC), you will execute independently in your area. Your objective is to help identify operational friction, support feature specifications, and facilitate connecting Kustomer with internal systems. By executing on dedicated product care initiatives, you will learn and apply team workflows, gather customer/agent feedback, and contribute to clear specifications for feature updates within a defined scope.
This position will be hybrid from our Bengaluru office, as part of our expanding site, with 2+ days in the office. EarnIn provides excellent employee benefits, including healthcare, internet/cell phone reimbursement, a learning and development stipend, and opportunities to collaborate with and travel to our Mountain View HQ and Bangkok Site. Our salary ranges depend on role, level, and location.
WHAT YOU'LL DO
1. Care Platform Strategy & Lifecycle Ownership
Backlog Support: Help organize and refine task specifications and feature requests for Kustomer under the lead product manager's direction.
Friction Identification: Gather insights and agent feedback from daily workflows to surface pain points and recommend minor process improvements.
Feature Execution: Write clear specs for minor features and workflow improvements to help reduce handle time and assist frontline agents.
2. Systems Integration & Shared Context Layer
Data & Spec Drafting: Assist senior PMs in gathering data requirements so Kustomer can properly ingest basic member details from internal tooling.
Cross-Team Collaboration: Collaborate with immediate team members, design, and engineering to clarify feature requirements and task details.
Technical Alignment: Learn the technology domain and ask clarifying questions to help track project updates and deliver defined feature tasks.
3. Automated Resolution & Frontline Efficiency
Workflow Support: Support initiatives that simplify agent tasks and reduce manual data lookup.
Escalation Pathways: Assist in documenting and monitoring chatbot-to-agent handoff flows within defined parameters.
Experiment & Data Analysis: Use basic analytics tools to analyze project results post-launch and support feedback loops.
4. Launch Readiness & Operational Governance
Team Alignment: Maintain clear communication and routine status updates with your manager, immediate team, and key partners.
Testing & Launch Readiness: Assist with user acceptance testing (UAT) and feature validation to ensure quality releases.
Feedback & Continuous Learning: Seek actionable feedback from teammates, learn from mistakes, and apply learnings to future tasks.
WHAT WE'RE LOOKING FOR
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
Able to come into our Bengaluru office 2 days a week
A problem-solver eager to untangle complex, legacy systems and translate them into elegant, high-performance functional requirements.
Excellent organizational and time management skills.
Effective communication (spoken and written) and interpersonal skills to work collaboratively with Product, Engineering, and Care Operations teams.
Familiarity with API-driven architectures and experience evaluating external vendor solutions - an advantage.
Strong problem-solving mindset with good attention to detail
Strong communication skills and the ability to work effectively in a team environment
#LI-Hybrid