Senior Product Manager

About Lorikeet

Lorikeet is the most powerful customer support AI for complex businesses like fintechs, healthtechs, marketplaces and delivery services.

We’re doing this by building ground up from the premise that most support responses should be automated with transparent, customizable AI, and that support teams should spend their time managing automation and engaging with complex cases, not grinding through high volumes of simple tickets. Once teams are freed from reactive support, we want to help them tackle what’s next: providing personalized concierge services to their customers.

To deliver this combination of powerful AI systems and well designed tooling we’re leveraging Jamie’s experience as an early member of Google’s generative AI team and Steve’s experience building for operational teams at Stripe, as well as the experience of our team who’ve joined us from places like Stripe, Canva, Atlassian, Dropbox and Dovetail.

We are growing fast, have paying customers, real revenue, an exciting roadmap and a strong sales pipeline. We’ve raised over USD 50m from leading VCs and angel investors, including QED, Blackbird, Square Peg, Claire Hughes Johnson (ex Stripe COO), Cristina Cordova (Linear COO), Bob Van Winden (Stripe Head of Support), and Cos Nicolaescu (Brex CTO).

• The largest telehealth company in Australia,

• The largest bank for teens in the US,

• One of the largest NFT marketplaces by trading volume

• One of the largest Web3 gaming companies

… and a handful of other enterprise customers with over 1 million support tickets a year.

• Warm, mature, flexible culture. Low ego, high trust team. No tolerance for ‘talented jerks’. We embrace a) working efficiently, and b) working flexible hours to fit in life priorities outside of work. We’re committed to building a diverse team and really encourage folks from underrepresented backgrounds to reach out - we value user obsession and eagerness to learn over traditional credentials.

• High pay, high expectations, high performance. We’re building a small, great team. We aim to match unicorn / scale up pay at base salary and offer a potentially life-changing equity stake in the business. Our team gets the same monthly updates we send to our investors because they’re investors and owners too.

• On the technical cutting edge. With our users we’re defining what an AI-first SaaS product looks like. No one has figured out what the UI/UX, capabilities and data models of an AI first company are - it’s white space for us to invent. The AI agent problems we’re solving are beyond the cutting edge at the biggest research labs. We’re building on a modern tech stack, with Typescript, React/Remix, PrismaORM, NestJS and some Python sprinkled in.

• No nonsense recruitment process. The process is: 1) informal chats with Isharna and Steve to hear our pitch and understand your interests and goals, 2) a ~two day paid work trial where you come in and ship with us. There’s no better way for each of us to figure out if we like working together than to work together!

We're hiring a Senior Product Manager. You will work closely with leadership to own the core of our offering: our AI agent quality and capabilities. You’ll collaborate with engineering, design, and business operations to develop solutions that make a real impact on customer experiences. You’ll help ensure we’re shipping the right thing and that the product is coherent in a high velocity environment.

We’re looking for a product manager who has experience shipping tools and systems that combine deep technical innovation, user-centric design, and relentless execution to solve real-world problems. This role is perfect for someone who is:

1. User-focused and obsessed with how to deliver the best possible experience for customers.

2. Technically minded and has the ability to understand and act on complex technical systems, especially those involving LLMs.

3. Accountable and autonomous. You take ownership of your domain and do what's required to make the product successful. You prefer action and impact to rituals.

We need someone who enjoys diving into customer challenges and thinking creatively about new ways to help businesses.

As an early team member, you’ll have the agency to take initiative and shape how we work with customers. Our customers and revenue are >50% in the US, but today most of our team and our headquarters is in Sydney, Australia, where this position will be located.

• Partner with the CEO and Head of Product and Design to define product strategy and roadmap

• Work closely with customers to understand their nuanced needs and objectives

• Partner cross-functionally to build solutions that feel like magic

• Leverage user data and industry insights to inform strategy and measure success

• Have 5+ years of experience shipping complex products as a Product Manager, ideally in B2B SaaS with focus on enterprise customers

• Proven track record shipping products in fast-paced, high-ambiguity environments where you've had to define the path forward

• Have experience building and managing relationships with customers or external stakeholders

• Are an excellent communicator - demonstrated success driving outcomes without direct authority over engineering teams

• Are excited about AI and already experimenting with it (e.g., using ChatGPT, trying AI tools, or learning how AI can be applied in business)

• Have a technical curiosity and enjoy learning new tools, even if you don’t have a formal technical background

• Have a demonstrable track record of outperformance against your peers in competitive environments (work, school, sports, hobbies)

If you don't quite match this and are from an under-represented background we strongly encourage you to reach out. We know first hand that diverse teams are higher performing and are proud that our team reflects a broad spectrum of identities and lived experiences.