Senior Product Experience Executive

Location: Athens GR Weekly office requirement: Hybrid 1 day/week Employment type: Permanent employee full-time Working hours: 11:3019:30 Athens time Seniority level: Mid-Senior Language: All stages of the recruitment process will be conducted in English

At GWI were always looking for extraordinary people who thrive on making an extraordinary impact. Right now were looking for a Senior Product Experience Executive to play a key role in our Product team in Athens. If thats you and making a difference gets you out of bed in the morning keep reading. It could be the start of something well extraordinary.

As our Senior Product Experience Executive youll be a senior point of expertise for the clients and internal stakeholders who rely on our data platforms and API products combining hands-on support with a strategic focus on operational excellence.

A few things youll be responsible for:

Own the support queue across live chat and ticketing resolving complex high-priority issues and acting as the key escalation point for the team.

Guide and support Product Experience Executives across your location helping maintain consistent high-quality standards across every interaction.

Monitor the queue for best practice spot inefficiencies and recurring problems and work cross-functionally to fix them at the root.

Report on support trends across clients verticals and products turning patterns into insights that inform the wider business.

Build and drive adoption of self-serve resources and processes that cut friction for users and reduce support volume over time.

Its also fun; shaking things up is what working for GWI is all about. Youll need to be flexible comfortable with continuous change and working in a high-tempo environment.

Youll need to be able to demonstrate the core skills this role requires. You dont have to tick all the boxes right away; the important thing is that youre willing to learn. Heres what the team will be looking for in you:

Hands-on experience with APIs data integrations and SaaS platforms with working knowledge of REST API principles.

Confident acting as an escalation point and informal mentor for colleagues setting the standard for quality and consistency across the team.

Sharp problem-solving instincts you diagnose and resolve issues fast across chat and ticketing minimising disruption for clients.

Full ownership mindset: you see queries through end-to-end escalate when needed and make sure nothing falls through the cracks.

An analytical eye for patterns spotting recurring issues and inefficiencies and driving scalable fixes cross-functionally.

Meticulous attention to detail especially around user setup permissions and access.

Clear communicator who can turn technical concepts into simple actionable guidance for any audience.

Comfortable partnering across Product Technology Research and Product Marketing to resolve issues and shape improvements.

A customer-first mindset with familiarity with survey-derived market research data and tools like crosstabs a strong plus.

Equally important is attitude. We want people who think big (to make an impact) ask why (to find a better way) and show respect (to everyone at every level all the time). Those are our values and theyre a big part of what were looking for in you.

At GWI youll find meaningful work visible impact and a culture that empowers you to do your best. Our package includes:

• Time to recharge 25 days annual leave and office closures over the holidays.
• Health & wellbeing Private insurance for you and your family plus mental and physical wellbeing support.
• Financial benefits Competitive salary reward and recognition programs and payroll giving options.
• Flexibility & balance Flexitime early Friday finishes work-from-anywhere freedom and a work from home budget.
• Family first Enhanced parental leave and carer days so you can prioritise what matters most.
• Career growth Accredited learning a generous training budget and a fully paid international conference each year for Engineering and Data Science roles.
• Community & impact DE&I committee volunteering opportunities 100% donation matching and ways to give back locally.
• Extra perks Mobile phone contract and restaurant ticket options for added convenience.

Diversity is fundamental to who we areas a data company and as a workplace. Our data reflects global realities and so must our teams. We strive to build a workforce as diverse and inclusive as the insights we deliver.

As a Disability Confident employer we welcome applications from disabled candidates and are committed to making adjustments throughout the hiring processwhether thats extra time materials in advance or a different format breaks an adjusted interview format assistive tools or flexible scheduling. Were happy to discuss whatever would work best for you.

We actively encourage applications from underrepresented and marginalised communities.

At GWI youll find a place to contribute meaningfully grow professionally and belong fully.

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