Product Manager Support Experience

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

Were 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 teams Designer Researcher Analyst and Engineers youll help to rebuild Wises support experience working from first principles. Youll 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.

Youll 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 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 youre 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 thats critical to our mission as a business and for Support youll 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: Youll 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 youve 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.

Additional Information :

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Full-time