We are on a mission to rid the world of bad customer service by “mobilizing” the way help is delivered. Today’s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps B2B brands deliver this modern customer service experience through a mobile-first approach. We have changed how conversations take place, moving the conversation away from a slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with brands in their own time. Through our market-leading AI-powered chatbots and automation, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers with automation and AI that simply works. Companies such as Scopely, Supercell, Brex, EA, Square along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery. Over 900 million active monthly consumers are enabled on 2B+ devices worldwide with Helpshift. Some numbers that illustrate our scale: 85k/rps 30ms response time 300 GB data transfer/hour 1000 VMs deployed at peak About the team - Consumers care first and foremost about having their time valued by brands. Brands need insights into their customer service operation to serve their consumers effectively. Such insights and analytics are delivered through various data products like in-app analytics dashboards and data-sharing integrations. The data platform team is responsible for designing, building, and maintaining the data infrastructure that enables such data and analytics products at scale. We build and manage data pipelines, databases, and other data structures to ensure that the data is reliable, accurate, and easily accessible. We also enable internal stakeholders with business intelligence and machine learning teams with data ops. This team manages the platform that handles 2 Million events per minute and processes 1+ terabytes of data daily. About Role - Building maintainable data pipelines both for data ingestion and operational analytics for data collected from 2 billion devices and 900M Monthly active users Building customer-facing analytics products that deliver actionable insights and data, easily detect anomalies Collaborating with data stakeholders to see what their data needs are and being a part of the analysis process Write design specifications, test, deployment, and scaling plans for the data pipelines Mentor people in the team & organization Requirements: 3+ years of experience in building and running data pipelines that scale for TBs of data Proficiency in high-level object-oriented programming language (Python or Java) is must Experience in Cloud data platforms like Snowflake and AWS, EMR/Athena is a must Experience in building modern data lakehouse architectures using Snowflake and columnar formats like Apache Iceberg/Hudi, Parquet, etc Proficiency in Data modeling, SQL query profiling, and data warehousing skills is a must Experience in distributed data processing engines like Apache Spark, Apache Flink, Datalfow/Apache Beam, etc Knowledge of workflow orchestrators like Airflow, Dasgter, etc is a plus Data visualization skills are a plus (PowerBI, Metabase, Tableau, Hex, Sigma, etc) Excellent verbal and written communication skills Bachelor’s Degree in Computer Science (or equivalent) Benefits: Hybrid setup Worker's insurance Paid Time Offs Other employee benefits to be discussed by our Talent Acquisition team in India. Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status Privacy Notice By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice. Show more Show less

About the role Domain Understanding​: 5-7 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must. Product Management Excellence​: Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies. Market Listening​ and Knowing the Customer: 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences. Problem Solving: Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking. Focused and disciplined: strong ability to prioritize, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted. Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn’t get bogged down by ambiguity or analysis paralysis. Mandatory Experience: Must have work experience as a PM/PM-II for products from at least 1 of the following areas: i)API & Integration ii)Gaming Consoles