PM - AI First Helpdesk

Job Summary

Location: HSR Layout, Bengaluru

Role: Build an AI that handles customer support tickets end-to-endnot just assists agents.

What You'll Build

AI as Primary Resolver

• Define when AI auto-resolves, when it drafts, when it escalates
• Set confidence thresholds and escalation triggers
• Build safeguards for sensitive or high-risk situations

Contextual Intelligence

• Pull order history, past conversations, product info before responding
• Ensure customers never repeat themselves across channels

Knowledge System

• Ingest product details, policies, resolution playbooks
• Keep knowledge updated as products and policies change

Agent Assist

• Surface pre-diagnosis, suggested replies, and policy guardrails when humans step in
• Reduce agent research time to near zero

Sentiment Detection

• Detect frustration, churn risk, and VIP customers automatically
• Adapt AI tone based on customer mood

Feedback Loops

• Track where AI fails and improve weekly
• Surface recurring issues to product and ops teams

What We're Looking For

• 2+ years in product management
• Experience shipping AI features where AI made decisions, not just suggestions
• Familiarity with LLMs, RAG, prompt engineering, confidence scoring
• Understanding of helpdesk workflows, SLAs, and agent experience
• Ability to think about failure modes, not just happy paths

Metrics You'll Own

AI Auto-Resolution Rate

AI Confidence Accuracy

Human Takeover Rate

CSAT (AI vs Human)

Knowledge Gap Rate

About Us

BIK is a Series A company backed by Y-Combinator (YC-20), Sequoia Capital, and Chainsmokers (the band!). We run two AI-first products for eCommerce and our vision is to re-imagine how eCommerce is done today.

We launched BIK in India in Nov 2022, and in less than 2 years became market leaders by consolidating multiple tools that eCommerce brands were using previously.

In Sept 2023, we launched our LLM-first product Manifest AI, aiming directly at global markets starting from the United States.

Today we cater to 500+ global brands like Duroflex, Lego, Imagine, Transformer Table, Tata Simply, Jockey, Livspace and many more.

• Vision: Make AI-first commerce accessible to every brand, big or small.
• Mission: Build the infrastructure for conversational commerceenabling every brand to sell, support, and market seamlessly on the platforms where their customers already are.
• Products: BIK and Manifest.ai

Read more:https://www.indiaretailing.com/2024/11/22/bik-ai-ceo-sonakshi-nathani-interview/