AI customer support agents · San Francisco
About Decagon
Decagon is the leading conversational AI platform empowering every brand to deliver concierge customer experiences.
Our technology enables industry-defining enterprises like Avis Budget Group, Block’s Cash App and Square, Chime, Oura Health, and Hunter Douglas to deploy AI agents that power personalized, deeply satisfying interactions across voice, chat, email, SMS, and every other channel.
We’re building a future where customer experiences are being redefined from support tickets and hold music to faster resolutions, richer conversations, and deeper relationships. We’re proud to be backed by world-class investors who share that vision, including a16z, Accel, Bain Capital Ventures, Coatue, and Index Ventures, along with many others.
We’re an in-office company, driven by a shared commitment to excellence and velocity. Our values — Just Get It Done, Invent What Customers Want, Winner’s Mindset, and The Polymath Principle — shape how we work and grow as a team.
About the Team
The Product Management team owns Decagon’s platform and foundational features, including agent building, eval, analytics, integrations, enterprise controls, and research. We work across every customer segment, partnering closely with engineering, design, and go-to-market to ensure our platform is robust, scalable, and easy to use.
As one of our founding PMs, you’ll help define the product foundation that every Decagon customer uses to build and run their AI agents. You’ll own initiatives end-to-end, from discovery and scoping to launch and adoption, shaping the product experience for some of the world’s most influential businesses.
About the Role
Decagon’s Research team is at the frontier of AI agent development, pushing the boundaries of what’s possible with model training, agent architecture, and evaluation systems. We enable best-in-class conversational experience for our customers at enterprise scale, across a wide range of channels, languages, and use cases.
As the Research PM, you’ll drive the research roadmap, marrying cutting-edge technology with key customer problems. You’ll build systems and processes to let the team move fast while maintaining high operational rigor. You’ll work across internal and external partners to ensure Decagon’s AI capabilities continue to lead the market.
In this role, you will
Define the strategy and roadmap for Decagon’s Research team. This includes model training, evaluation, experimentation, and more
Work closely with customers to deeply understand their problems and requirements
Translate these into clear model requirements, then partner with engineering to bring them to life
Interface tightly with Engineering, Infrastructure, Agent PM, and GTM teams
Manage relationships with key external partners
Your background looks something like this
Have 5+ years of relevant experience (e.g., product manager, founder, engineer, researcher etc.)
Experience developing AI/ML models, particularly in a research environment
Strong technical acumen — comfortable discussing model architecture, training data, and eval pipelines
Strong communication and relationship-building skills
Proven track record of shipping impactful features in fast-paced environments
Even better
A Computer Science, Engineering, or Math degree or equivalent technical experience
Experience working at a startup or high-growth company
Experience working on an enterprise B2B product
Compensation
$232K – $290K + Offers Equity
Benefits
We proudly offer the following benefits for our full-time employees:
Take what you need vacation policy (subject to local requirements; UK employees receive 25 days of statutory leave)
Medical, Dental, and Vision benefits for you and your family
Life Insurance and Disability Benefits
Retirement Plan (e.g., 401K, pension)
Parental Leave
Fertility and family building benefits through Carrot
Daily lunches and snacks in the office to keep you at your best
These benefits are described in more detail in Decagon’s policies, may vary by location, and can change at any time according to applicable compensation and benefits plans.