Skills

Prioritization Decision-making

Job Specifications

Product Manager (Early-Stage + Customer Support)

We’re hiring our first Product Manager (Early-Stage + Customer Support) to join the founding team. You’ll work directly with the CTO (and closely with the CEO and Customer Growth Manager) to shape an ICP-driven roadmap, ship quickly, and build tight customer feedback loops. This role is based in NYC, with frequent in-person sessions.

What you’ll do

60% Product (discovery + delivery)

Own roadmap prioritization with founders; make tradeoffs explicit and ICP-aligned
Turn customer insights into clear requirements and shipped product
Partner with Engineering to ship, measure impact, and iterate fast
Write crisp specs, define scope, and drive releases end-to-end
Say “no / not now” effectively to off-ICP requests while preserving strong relationships

40% Customer support + enablement (full ownership, early-stage)

Own day-to-day customer support requests end-to-end (triage, respond, troubleshoot, follow-through)
Support onboarding for selected customers to ensure fast time-to-value
Identify and triage recurring issues, coordinate fixes, and convert them into product improvements, automation/self-serve flows, or docs/playbooks
Build and maintain the support → insight → product loop by systematically feeding customer issues into prioritization

What success looks like

Clear roadmap and decision-making cadence with the CTO/CEO
Faster cycle time from idea → spec → ship
Measurable adoption gains and reduced recurring friction
Faster onboarding time-to-value and fewer repeat support issues over time
Steady progress turning manual support into productized/self-serve solutions

Who we’re looking for

Early-stage PM experience (or equivalent) in B2B SaaS, ideally 4-7 years, thrives in ambiguity
Builder mindset: pragmatic, hands-on, strong writing and execution skills
Comfortable owning customer support in an early-stage environment and turning it into product decisions
Strong prioritization discipline; low ego, high ownership; bias toward action
Based in NYC, with frequent in-person meetings in NYC and Boston.

Why join Incompass

Direct partnership with founders and outsized influence on product direction
High learning velocity environment with real customers, real problems, and fast iteration
You’ll work directly with founders deeply invested in building a great product and a great team
You can work in a hybrid setting while joining in-person sessions in NYC and Boston.

https://incompass.io/

About the Company

Incompass Labs is redefining performance management for the modern workplace with bias-adjusted 360 reviews leaders can trust. Founded by professors from the Wharton School, Incompass Labs brings research-backed rigor to how organizations run feedback and review cycles - helping teams make better people decisions with clarity and confidence. Our data-driven 360 assessments turn qualitative feedback into actionable insight - reducing bias, increasing accuracy, and driving performance at every level. Incompass takes just hours... Know more