ATOMS Careers page
Product Manager - Customer Support Systems
Pittsburgh, PA · Work style not stated
Apply on the employer’s site ↗See how well you match this job
You apply directly with the employer. ROLIVA does not submit applications from this page and is not the employer.
About the role
Description from the employer’s posting. Check the employer’s page for the current version.
- EmployerATOMS Careers page
- LocationPittsburgh, PA
- Work styleWork style not stated
- Employer posted
Who we are
Lab37 Robotics, is a technology company focused on the development and deployment of robots designed specifically for direct-to-customer food production. Our mission is to revolutionize the food industry by creating innovative robotic solutions that enhance efficiency, quality, and customer satisfaction. We are passionate about pushing the boundaries of technology to deliver cutting-edge products that meet the evolving needs of our clients.
About the role
Own the vision, strategy, and detailed product requirements for systems that enable Lab37 to support customers and field-deployed operations at scale. Translate customer, support-agent, and operational insights into a prioritized roadmap spanning self-service, automation, human workflows, case management, triage, and escalation.
What you’ll do
- Own and refine a multi-year customer support systems roadmap: Ground priorities in customer research, support data, operational needs, and Lab37's strategic goals.
- Design a scalable, tiered support model: Define experiences and handoffs across self-service, automated resolution, frontline support, specialists, and Engineering or Field Service escalation.
- Build intelligent intake, triage, and routing: Establish the issue taxonomy, severity model, ownership rules, and escalation paths across robotics, KDS, Otter, and related integrations.
- Create automated and human-assisted support experiences: Deliver knowledge tools, guided diagnostics, agent assistance, and playbooks that recommend next steps and preserve context through every handoff.
- Connect support workflows to system context: Bring telemetry, logs, configurations, order and integration status, and customer history into the tools used to diagnose and resolve issues.
- Lead discovery and maintain product artifacts: Author PRDs, service blueprints, user stories, acceptance criteria, and success metrics informed by customers, operators, support agents, and field teams.
- Define, monitor, and analyze KPIs: Measure customer experience, response and resolution time, first-contact resolution, self-service containment, routing accuracy, repeat issues, and cost to serve; translate patterns into root-cause improvements and roadmap priorities.
Show full description
What we are looking for
- Bachelor's degree in Engineering, Computer Science, Business, Product Design, Operations, or a related field; MBA or equivalent business experience a plus.
- 7+ years of relevant experience, including 5+ years in product management for customer support technology, service operations, enterprise workflow, B2B SaaS, robotics, connected hardware/software, or similarly complex products.
- Proven track record turning ambiguous customer, agent, and operational problems into shipped products and workflows with measurable impact.
- Experience with service design and customer support platforms, including CRM or help-desk systems, knowledge management, omnichannel operations, incident management, or field-service workflows.
- Experience applying AI and automation to self-service, classification, routing, agent assistance, knowledge management, or safe remediation with appropriate human oversight.
- Highly analytical mindset, comfortable using support data, customer feedback, telemetry, service-level and quality metrics, operational data, and financial inputs to drive evidence-based decisions.
- Strong systems-thinking ability across case management, knowledge, automation, data, APIs, integrations, connected hardware/software, third-party platforms, and human workflows.
- Exceptional written and verbal communication skills; able to influence without authority and translate complex technical or operational issues into clear priorities and decisions.
Why join us
- Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
- Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
- Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.
What else you need to know
This role is based in our Pittsburghoffice. As a company driven by invention and continuous change - we are constantly reimagining our industries, building new products, and refining how we operate. We do our best work together. That’s why all of our office-based teams work onsite, five days a week.
The base salary range for this role is $165,000 - $195,000 per year.
Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.
Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.
Benefits Summary (USA Full-Time Exempt Employees):
- Medical, dental, and vision insurance (multiple plans, incl. HSA options).
- Company-paid life and disability insurance (short- and long-term).
- Voluntary insurance: accident, critical illness, hospital indemnity.
- Optional supplemental life insurance for self, spouse, and children.
- Pet insurance discount.
- 401(k).
- Health Savings Account (HSA)
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Time Off policies:
- Discretionary vacation days
- 8 paid holidays per year
- Paid sick time
- Paid Bereavement leave
- Paid Parental Leave
Benefits are subject to change at the company's discretion.
Atoms accepts applications on an ongoing basis.
Ready to join us as we serve those who serve others?
#LI-Onsite
Check your resume against this job Free, no sign-up. Nothing you paste is stored.
Staying safe while you apply
- Never pay to apply, interview or accept an offer. ROLIVA never asks you for payment to apply to a job.
- Apply only through the official “Apply on the employer’s site” button, on the employer’s own site, and check that a recruiter’s email uses that employer’s own domain rather than a free email address.
- Be cautious of an offer made with no real interview, or pressure to decide quickly or share financial details early.
Does something look wrong with this listing? Use “Report broken link” in the role details, or read ROLIVA’s full job-safety guidance ↗.
Preparing for this role with ROLIVA
- Check the fit.
Compare the requirements with the experience you have confirmed, including gaps.
- Prepare honestly.
Build interview stories and application drafts from your own evidence.
- Keep track.
Save the role and record your own application status and follow-ups.
At a glance
- Employer posted
- Added to ROLIVA
- Last checked