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