Head of Product

What We're Looking ForWe are looking for an experienced Head of Product, based in our Bangkok office, to own the direction of Zaapi's AI platform. This role sits at the centre of the company - working directly with the CEO to set product strategy and vision, and with engineering and design to ship it.Our product has two halves that need to work as one. The Helpdesk is where merchants run their day-to-day customer conversations across every channel their buyers use - WhatsApp, LINE, Facebook, Instagram, Shopee, Lazada, TikTok Shop and Shopify. The AI Agent is where those conversations get resolved automatically: retrieving the right knowledge, following the merchant's own procedures, and taking real actions inside marketplaces and storefronts on the merchant's behalf.Because the AI Agent is the core of the product, you will need real fluency in how modern AI systems work. This is not a role where AI is a feature you write a spec for and hand off. You should be comfortable reasoning about retrieval and knowledge quality (RAG), prompt and instruction design, tool and function calling, agent evaluation, and where these systems fail in production and why. You don't need to train models or write the code, but you do need to hold a credible technical conversation with your engineers, form your own view on tradeoffs, and design a product around what the technology can genuinely do today.You will lead a team of engineers, owning the roadmap, the prioritisation calls, and the quality of what ships. This is a hands-on leadership role: you will be writing specs, sitting in the product yourself, talking to merchants, and making the daily judgement calls that determine whether the team ships the right thing.If you are excited about building AI products that do real work for real businesses, want to shape strategy alongside the CEO, and want to grow with a fast-scaling AI startup, this role is for you.ResponsibilitiesProduct Strategy & Vision: Work directly with the CEO to set the strategy and vision for the product - where we're going, what we're deliberately not doing, and how we stay ahead in a fast-moving AI market. Translate that into a roadmap the team can actually execute against.AI Agent Ownership: Own the AI Agent end to end - knowledge and retrieval quality, the actions the agent can take across our marketplace and messaging integrations, the procedures merchants use to encode their own workflows, and the train-test-deploy loop that gets an agent from setup to production.Discovery & Customer Research: Talk to merchants constantly - SMB sellers through to enterprise accounts - and turn what you hear into a clear read on what to build. Work closely with the commercial team, who see the frontline every day.Specification & Design Partnership: Write the specs, edge cases, and success criteria yourself. Partner with design to get from problem to a product merchants can operate without training.Measurement & Evaluation: Define what good looks like and instrument it. Build the evaluation approach for AI quality - resolution rates, escalation behaviour, accuracy, regressions - so we improve on evidence rather than anecdote.Competitive & Market Insight: Maintain a sharp view of the competitive landscape and of where the underlying AI capabilities are heading, and feed that into strategy.Cross-Functional Delivery: Coordinate launches with commercial, marketing, and support - pricing and packaging input, enablement, documentation, and making sure the market understands what shipped.Team Building: As the product organisation grows, help hire, onboard, and mentor product managers and designers.LocationBangkok (Hybrid - in office 3 days a week)Office near Thonglor BTS stationMinimum QualificationsBachelor's degreeNative or fluent English proficiency (internal communication, specification writing, customer and stakeholder conversations)5+ years in product management, including experience owning a product area end to endDemonstrated technical literacy of modern AI system terminology - RAG and retrieval quality, prompt and instruction design, agent evals etc.Experience working closely with engineering teams and leading deliveryBased in, or willing to relocate to, Bangkok (visa sponsorship offered)Preferred QualificationsExperience shipping LLM-powered or agentic products to production, not just prototypesB2B SaaS background, ideally with both SMB and enterprise customers in the same productFamiliarity with e-commerce, marketplaces, or customer support toolingExposure to Southeast Asian markets and the channels merchants sell on (Shopee, Lazada, TikTok Shop, LINE)Thai language proficiencyPrevious experience in an early-stage or fast-scaling startupBenefitsHealth insuranceFlexible Benefit: THB 20,000 per yearHybrid working (3 office days/week)14 days of annual leaveStock optionsAbout UsZaapi (https://www.zaapi.com) is the AI Customer Experience (CX) platform designed for the modern era of commerce.Backed by Global Founders Capital, Flash Ventures, Partech, Flourish Ventures, Tekton Ventures, 1982 Ventures, Iterative VC, Kaya Founders and other leading global investors.