About Us
Hiver offers teams the simplest way to offer outstanding and personalized customer service. As a customer service solution built on Gmail, Hiver is intuitive, super easy to learn, and delightful to use. Hiver is used by thousands of teams at some of the best-known companies in the world to provide attentive, empathetic, and human service to their customers at scale. We're a top-rated product on G2 and rank very highly on customer satisfaction.
At Hiver, we obsess about being world-class at everything we do. Our product is loved by our customers, our content engages a very wide audience, our customer service is one of the highest rated in the industry, and our sales team is as driven about doing right by our customers as they are by hitting their numbers. We're profitably run and are backed by notable investors. K1 Capital led our most recent round of $27 million. Before that, we raised from Kalaari Capital, Kae Capital, and Citrix Startup Accelerator.
Opportunity
Hiver is an AI-powered customer service platform built for teams that value simplicity and speed. We have two products: Hiver in Gmail (HiG), our core Gmail-native product that turns shared inboxes into a collaborative helpdesk; and Hiver Omni, built for teams managing customer conversations across multiple channels. This role can sit on either product depending on team needs and candidate fit. This is an opportunity for a PM early in their career to build strong product instincts in a high-feedback, fast-shipping environment — while owning meaningful outcomes on a product that competes in a growing and evolving CX landscape. You'll work closely with a Lead PM (your direct manager), designers, and a focused engineering squad. You'll also collaborate with CS, PMM, and support to ensure customers are well-served and product insights flow both ways.
What you will do
- Discover — Discover customer pain by regularly talking to customers. Synthesize support tickets, feature requests, and call recordings into crisp problem statements. Ground every initiative in real user pain, not opinions.
- Prioritize — Prioritize and balance customer value, engineering effort, and business outcomes. Work with the Lead PM to make deliberate tradeoffs on the roadmap — and be able to defend every choice with data and reasoning.
- Build — Build specs that start with why. Work with designers and engineers to scope, schedule, and ship. Take accountability for quality — catch edge cases, review builds, flag before release.
- Delight — Delight: product changes at Hiver are not just about adding capabilities. We use AI to do the heavy lifting so users don't have to — and we obsess over minimum cognitive load, intuitive UX, and smart defaults. Attention to detail is a core expectation.
- Collaborate — Collaborate cross-functionally with PMM, CS, and support engineers. Keep stakeholders informed — not just updated. Educate, don't just broadcast.
- Measure — Measure: define success metrics before you build. Validate after you ship. Use product analytics to identify retention and engagement gaps, and iterate with a closed loop.
What we're looking for
- 4 years of product management experience in a B2B SaaS environment. Helpdesk, CRM, or productivity tooling experience is a strong plus.
- Strong written communication — your specs and PRDs are readable, structured, and get to the point fast.
- Analytical mindset: comfortable querying product data, breaking down cohorts, and making decisions with imperfect information.
- Clear opinions and the ability to back them up — you don't just facilitate, you bring a point of view.
- Customer-first instincts: you habitually ask why does this matter to the user before committing to a solution.
- Comfortable navigating ambiguity and working in a fast-paced, high-trust environment with minimal hand-holding.
- Experience working closely with designers and engineers to ship polished products end-to-end.
- Startup or entrepreneurial experience is a plus.
Nice to have
- Helpdesk / CX domain knowledge — understanding of support workflows, SLAs, CSAT, and ticket management.
- Product analytics fluency — hands-on with Amplitude, Looker, or BigQuery for self-serve analysis.
- Technical or engineering background — prior experience as a developer or in a technical role, even if lapsed; makes for stronger collaboration with engineering and sharper spec quality.
- AI fluency — comfortable using AI tools in day-to-day work (writing, research, prototyping); has a practical understanding of LLM capabilities and limitations; can form a clear point of view on where AI adds genuine value in a product vs. where it doesn't.
