Product Manager - AI Support Experience

Your Mission

We have launched an AI powered customer support experience in Catawik in 2025. Your mission is to help improve our “AI Frontline” to become the trusted source for our buyers and sellers in case they need help. Making sure our AI support is accurate, fast, and helps solve real user problems, while ensuring the end-to-end experience is smooth and intuitive. You’ll partner with engineers, data scientists and customer support operations to design agentic workflows, tune prompts, and ship experiments that reduce the need for human contacts while improving customer satisfaction with our support experience.

What you will do

Browsing, Bidding, Winning and Selling at Catawiki is exciting. Every item on Catawiki is unique,  and with unique and valuable treasures, a smooth journey for buyers and sellers is key. However, in a small number of cases, an object may arrive not quite as expected, suffer damage in transit, or take an unexpected detour during delivery. Often it’s no one’s fault, just an unfortunate bump in the road. In those moments, our community needs a way to get help quickly and fairly, without unnecessary delays. For this reason, and for more basic questions, we build an AI powered support flow. To ensure users get instant support, 24 hours a day, 7 days a week. 

As we’re rapidly expanding, we’re looking for a Product Manager - AI Support Experience to strengthen our team of high performing Product Managers, Engineers, Designers and Data Scientists to scale AI support flows. 

As a Product Manager - AI Support Experience at Catawiki, you will work with a multidisciplinary team and work on:

• Contact reduction: Measurable reduction in manual contacts per participant for general and transactional questions.
• Answer quality: Clear, tracked improvement in AI answer quality (by human EVAL + automated EVAL frameworks).
• Coverage & Routing: Expansion of AI coverage and reliable handoff to humans.
• Smooth, intuitive and user friendly user journeys to improve the satisfaction with our AI support experience and increase usage.
• Support on building the roadmap with clear expected outcomes and measurable success criteria.
• Cross-collaboration with other teams and stakeholders across the company to unlock new opportunities.

Getting. Stuff. Done.

Who you are

In addition to your demonstrable experience as a Product Manager, you also have:

• A strong belief in Customer Centric product development.
• A data driven approach; You base your decisions on facts rather than opinions.
• Solid grasp of LLM concepts, understanding of Agentic Workflows and having proven experience in deploying AI products to production.
• Hands‑on with prompt engineering & fine tuning and ability to explain your train of thought in doing so to a wide audience.
• Confident in driving and executing manual and automated EVAL sets, ensuring AI quality standards and allowing for data driven decision making.
• Ability to convert EVAL outcomes to improvement requirements. Strong PRD writing, crisp communication, and stakeholder management.
• Experience working with OpenAI integrations is a big plus.
• Familiar with A/B testing, funnel metrics, and defining KPIs.
• Motivated to learn from our experienced Product Management Team.
• An agile and innovative mindset with the tenacity to thrive in a constantly changing environment plus the ability to deal with complexity and ambiguous situations.
• +3 year experience as a Product Manager ideally e-commerce focused.
• If you don’t feel you meet all the requirements but still think you are the right fit, we encourage you to apply!