---
title: 'Product Manager - Customer Support Systems at Lab37'
canonical: 'https://feeny.ai/job/product-manager-customer-support-systems-lab37-pittsburgh-fx5ksyeha1d1'
type: 'job'
last_seen: '2026-09-08'
---

# Product Manager - Customer Support Systems at Lab37

- **Company:** Lab37
- **Location:** Pittsburgh, PA
- **Posted:** 2026-08-14
- **Last confirmed live:** 2026-09-08
- **Apply:** https://job-boards.greenhouse.io/lab37/jobs/8716019002

## Job description

## Who we are

[Lab37 Robotics](https://www.lab37.us/), is a technology company focused on the development and deployment of robots designed specifically for direct-to-customer food production. Our mission is to revolutionize the food industry by creating innovative robotic solutions that enhance efficiency, quality, and customer satisfaction. We are passionate about pushing the boundaries of technology to deliver cutting-edge products that meet the evolving needs of our clients.

## About the role

Own the vision, strategy, and detailed product requirements for systems that enable Lab37 to support customers and field-deployed operations at scale. Translate customer, support-agent, and operational insights into a prioritized roadmap spanning self-service, automation, human workflows, case management, triage, and escalation.

## What you’ll do

- Own and refine a multi-year customer support systems roadmap: Ground priorities in customer research, support data, operational needs, and Lab37's strategic goals.
- Design a scalable, tiered support model: Define experiences and handoffs across self-service, automated resolution, frontline support, specialists, and Engineering or Field Service escalation.
- Build intelligent intake, triage, and routing: Establish the issue taxonomy, severity model, ownership rules, and escalation paths across robotics, KDS, Otter, and related integrations.
- Create automated and human-assisted support experiences: Deliver knowledge tools, guided diagnostics, agent assistance, and playbooks that recommend next steps and preserve context through every handoff.
- Connect support workflows to system context: Bring telemetry, logs, configurations, order and integration status, and customer history into the tools used to diagnose and resolve issues.
- Lead discovery and maintain product artifacts: Author PRDs, service blueprints, user stories, acceptance criteria, and success metrics informed by customers, operators, support agents, and field teams.
- Define, monitor, and analyze KPIs: Measure customer experience, response and resolution time, first-contact resolution, self-service containment, routing accuracy, repeat issues, and cost to serve; translate patterns into root-cause improvements and roadmap priorities.

## What we are looking for

- Bachelor's degree in Engineering, Computer Science, Business, Product Design, Operations, or a related field; MBA or equivalent business experience a plus.
- 7+ years of relevant experience, including 5+ years in product management for customer support technology, service operations, enterprise workflow, B2B SaaS, robotics, connected hardware/software, or similarly complex products.
- Proven track record turning ambiguous customer, agent, and operational problems into shipped products and workflows with measurable impact.
- Experience with service design and customer support platforms, including CRM or help-desk systems, knowledge management, omnichannel operations, incident management, or field-service workflows.
- Experience applying AI and automation to self-service, classification, routing, agent assistance, knowledge management, or safe remediation with appropriate human oversight.
- Highly analytical mindset, comfortable using support data, customer feedback, telemetry, service-level and quality metrics, operational data, and financial inputs to drive evidence-based decisions.
- Strong systems-thinking ability across case management, knowledge, automation, data, APIs, integrations, connected hardware/software, third-party platforms, and human workflows.
- Exceptional written and verbal communication skills; able to influence without authority and translate complex technical or operational issues into clear priorities and decisions.

## Why join us

- Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
- Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
- Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know

This role is based in our Pittsburgh office. As a company driven by invention and continuous change - we are constantly reimagining our industries, building new products, and refining how we operate. We do our best work together. That’s why all of our office-based teams work onsite, five days a week.

The base salary range for this role is $165,000 - $195,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards and an annual performance-based bonus.

Benefits Summary (USA Full-Time Exempt Employees):

- Medical, dental, and vision insurance (multiple plans, incl. HSA options).
- Company-paid life and disability insurance (short- and long-term).
- Voluntary insurance: accident, critical illness, hospital indemnity.
- Optional supplemental life insurance for self, spouse, and children.
- Pet insurance discount.
- 401(k).
- Health Savings Account (HSA)
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Time Off policies:
- Discretionary vacation days
- 8 paid holidays per year
- Paid sick time
- Paid Bereavement leave
- Paid Parental Leave

Benefits are subject to change at the company's discretion. Atoms accepts applications on an ongoing basis.

Ready to join us as we serve those who serve others?

#LI-Onsite

## About Lab37

## Company Overview
- **One-liner**: Lab37 builds robotic kitchen systems that automate food assembly, starting with the Bowl Builder for makeline operations, to help restaurants reduce labor, increase throughput, and deliver consistent quality at scale.
- **Entity Type**: Private (subsidiary of City Storage Systems; no disclosed funding rounds)
- **Headquarters**: Warrendale, PA (near Pittsburgh, PA)
- **Founded**: 2005 (founding team formed at Carnegie Mellon's Robotics Institute, lab G37)
- **Founders**: Not publicly named (founding team from CMU Robotics Institute)

## Core Business
- Primary industry: Food robotics / kitchen automation / food service technology
- Target customers: B2B – restaurants, ghost kitchens, food businesses (enterprise and multi-location operators)
- Mission: "Use technology to improve the physical world in ways people can feel" and "build robots for better food" – making high-quality, affordable food accessible to everyone through automation.

## Products & Services
- **[Bowl Builder](https://www.lab37.us/)**: A robotic makeline system that automates the assembly of bowls and similar meals. It handles live order assembly from bowl dispense to bag close, adapts to customizations (adding/removing ingredients, allergens, portion adjustments), and claims up to 50% labor savings while doubling output. Type: Hardware (robotic kitchen equipment) with integrated software.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (subsidiary of City Storage Systems, a private holding company)
- **Key Metric**: Already deployed in commercial kitchens, serving thousands of customers weekly (as of June 2026)
- **Notable Investors/Partners**: City Storage Systems (parent company); sister companies include CloudKitchens, Otter, and Picnic. No external investors publicly listed.
- **Growth Signals**: Active hiring across multiple engineering roles; expanding from initial product (Bowl Builder) into broader kitchen ecosystem; rapid iteration capability (whiteboard to prototype in hours); real-world commercial deployments.

## Competitive Advantages
- **Full-stack R&D under one roof**: In-house fabrication shop, electrical engineering lab, testing facilities, and R&D kitchen enable rapid prototyping and iteration.
- **Ecosystem integration**: As part of City Storage Systems, Lab37 works alongside CloudKitchens (ghost kitchen infrastructure), Otter (restaurant tech), and Picnic (food automation) – creating a vertically integrated automation stack for food businesses.
- **Data-driven tuning**: Every gram, step, and variable is tracked and refined, allowing precision and consistency at scale.
- **Proven real-world impact**: Systems already operating in commercial kitchens, not just prototypes.

## Strategic Focus
- Scale Bowl Builder adoption across multi-location restaurant groups.
- Expand the kitchen ecosystem with additional robotic modules and software.
- Continue to reduce labor dependency and operational chaos for food businesses.
- Leverage data from real kitchens to improve automation algorithms.

## Why Work Here
- **Engineering freedom**: "Whiteboard to working prototype in hours" – engineers build, test, and iterate with their own hands in a maker's paradise (full fabrication shop, electrical lab, testing facilities).
- **Immediate impact**: Work is deployed in real kitchens serving thousands of customers weekly; employees see their work making a difference quickly.
- **Culture**: Described as a place where "culinary innovation meets world class engineering" – cross-disciplinary collaboration between robotics, software, hardware, and culinary teams.
- **Locations**: Warrendale, PA and Pittsburgh, PA (on-site roles). No explicit remote/hybrid policy stated.
- **Perks**: Not detailed publicly, but the facility includes a fully equipped R&D kitchen, modern fabrication shop, and engineering offices built for rapid innovation.

## Sources
1. [lab37.us](https://www.lab37.us/) – Main site with product and company overview
2. [lab37.us/careers](https://www.lab37.us/careers) – Careers page with culture and mission
3. [lab37.us/lab](https://www.lab37.us/lab) – Lab facilities and ecosystem description
4. [lab37.us/history-timeline](https://www.lab37.us/history-timeline) – Company history and founding story
5. [lab37.breezy.hr](https://lab37.breezy.hr/) – Job openings and locations

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