Job Summary
Location: HSR Layout, Bengaluru
Role: Build an AI that handles customer support tickets end-to-end—not 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 commerce—enabling every brand to sell, support, and market seamlessly on the platforms where their customers already are.
- Products: BIK and Manifest.ai
