Product Manager - Support Experience

Job description

A bit about the Support Squad The Support Squad consists of several product teams, and collectively owns the entire end-to-end support journey for millions of Wise customers. Our mission is to provide high quality support at the lowest cost. We do this by preventing the need for support in the first place, building world-class self-service tools, automating resolutions through conversational AI, and empowering our support agents with the best infrastructure and intelligent tooling.

One of our largest investment areas in the last year has been conversational support automation - we launched a Wise Support Assistant, helping a large majority of our customers self serve problems. The Getting Help team owns the entire FAQ, Help Center, Self Service and Chat experience - and collaborates very closely with the Assistant Experience and Contact Automation teams, who power our Conversational AI experiences.

The Opportunity & Your Mission We’re looking for a Product Manager to focus on owning our customer facing support experience.

This means you have the space to: Rebuild the support experience: Working closely with the team’s Designer, Researcher, Analyst and Engineers, you’ll help to rebuild Wise’s support experience working from first principles. You’ll design and execute A/B experiments, helping to build the best support journey used by millions of customers.

Ship new conversational experiences & automations

You will partner closely with Content Design and Engineering to ship AI-powered conversational experiences that resolve customer intents instantly and effectively. This role requires an iterative mindset; beyond the initial launch, you will drive continuous improvement through rigorous experimentation and feedback loops.

You’ll be responsible to: Lead the FAQ, Self Services & Wise Assistant in Support roadmap: You will partner closely with the other teams in the Support Squad to create a product strategy, and execute on a multi-quarter roadmap, enabling embedded solutions into a conversational journey. What does success look like? Your success is defined by creating a superior automated experience that reduces customer effort and friction, or simply preventing the need to contact in the first place.

In your first 6 months, you will have: Impact our Customer Support Experience: Made a measurable dent in our customer support experience through both high-quality automation and by addressing root-cause issues, putting us on a clear path towards our 2026 goals.

Impact our Automation Rate

Launched significant improvements to our conversational support channels that have quantifiably improved the Wise customer experience.

Qualifications

Critical skills that will help you succeed

If you’re passionate about solving problems at scale and excited by the chance to build something new from the ground up, shape your own role and team and have a clear target that's critical to our mission as a business and for Support, you'll be a right fit.

Consumer Product Experience

Strong customer empathy and experience working with design and user research to craft intuitive product journeys. You have shipped successful consumer mobile experiences that are used by millions of customers every day.

Data-savvy

A knack for getting your hands dirty with data using SQL, or Python.

LLM Experience

You'll be surrounded by experts and encouraged to build LLM-powered insights and workflows from day one. You will need familiarity with LLMs.

Design thinking

You think from first principles, and you’ve worked closely with designers to shape thoughtful, world-class customer experiences.

Nice to haves

Experience within Servicing, Ops, Support: Previous product management experience in the Operational, and Help / Support domains is a plus.