Owner
SaaS
ProductManager,CX&SupportOperations
Neural analysis suggests this role is
optimal for Junior candidates.
“Product Manager, CX & Support Operations at Owner. Skills: Support Operations, Roadmap ownership. The Product Manager will own and advance the Support RevOps roadmap, partnering closely with Support leadership to architect and optimize infrastructure for customer support operations. This includes building and optimizing Salesforce Service Cloud case management, owning Intercom configuration and integrations across multiple channels, and supporting improvements to workforce management and quality”
What You'll Achieve.
Key objectives include decreasing time-to-answer and improving resolution rates for Support agents, reducing Support's reliance on Product and Data teams, and future-proofing Support operations for continued growth.
Industry & Context.
Workflows; Data connectors; Case management; Forecasting; Scheduling; Adherence; Quality assurance
Communication from Owner regarding job opportunities will only be made by an Owner team member with an @owner. com email address. Owner does not conduct interviews over email or chat platforms and will never ask for personal or financial information. Users are warned about potential employment scams.
What They're Looking For.
Must Have
Requires 3+ years in revenue operations, support operations, or systems administration for a customer-facing team. Must have deep, hands-on Intercom expertise (workflows, custom apps, data connectors, multi-channel, FIN configuration) and Salesforce Service Cloud experience for case management (queues, SLAs, escalation, reporting). Experience working on an Agile team and owning/managing a roadmap is essential, along with cross-functional collaboration skills to translate pain points into scalable systems.
Nice to Have
Experience with workforce management (Assembled or similar) and/or QA/auto-QA tooling is a plus. High-growth startup experience is preferred.
What You'll Do.
The Product Manager will own and advance the Support RevOps roadmap, partnering closely with Support leadership to architect and optimize infrastructure for customer support operations.
This includes building and optimizing Salesforce Service Cloud case management, owning Intercom configuration and integrations across multiple channels, and supporting improvements to workforce management and quality assurance tooling.
The goal is to decrease time-to-answer, improve resolution rates, and reduce reliance on other teams through self-serve reporting and integrations.
How You'll Work.
Team & Collaboration
This role will collaborate with the Revenue Operations Manager, Customer Success, Support leadership (Director of Support, Support Managers), Customer Success leadership, the RevOps/Salesforce development team, Product/Data teams, and Support agents as primary end users.
Communication Scope
Enablement materials
Process & Methodology
Agile, Roadmap
Full Job Description
About Owner Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business. It powers everything from the restaurant’s website, online ordering, CRM, POS, and more. Product philosophy Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically. Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it. Using Owner should feel like having a team of great operators, engineers, and marketers working for you. Our vision We’re starting by helping independent restaurants succeed online. But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants – we’ll scale it into every other local business type. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age. Read our Series C memo here → https://www.owner.com/c Our traction Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com http://Owner.com website. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees. Our team Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe. We’ll be scaling even faster in 2026 to keep pace with our customer growth. Where we work Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we priorit
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