Senior Product Manager - CS Experience

Senior Product Manager - CS Experience 

We’re looking for a Senior Product Manager in either our London OR Budapest office to help our teams deliver a Customer Support Experience that delights our customers, scales globally with our growth and helps us drop our costs towards zero.

The role is a unique opportunity to join one of the fastest growing companies in Europe. With 10m customers we’re already moving over £4.5bn a month and have more than 700 people in our support team across the US, Estonia, Hungary and Singapore. We serve a wide range of customers from personal users, freelancers, small businesses and increasingly even to enterprise businesses and banks.

Your mission:

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking. Your mission is to transform how we deliver our customer support experience to build a globally scalable and cost-effective model for our future. 

You’ll grow and inspire a product team to help solve a truly global challenge. Whether through AI automation, knowledge management or CRM systems, you’ll be impact-driven and always on the lookout for the biggest opportunities for our customers.

Here’s how you’ll be contributing to our customer support experience:

• You will help us to get to Mission Zero (making money transfers eventually free) by owning the whole experience around self service. 
• You will be building and experience that scales, minimises efforts for our customers and reduces contacts (and therefore cost for our customers)
• You’ll work closely with our Global and Regional Product teams to continuously improve our core product and work towards a product that does not need support.
• You’ll clearly define success and evaluate progress with both qualitative and quantitative methods
  

About you:

• You’re passionate about product and user experience – customers are at the heart of what you do and that empathy drives your decisions
• Extensive experience in product management where you’ve been in-between multiple teams having to align and connect efforts
• Comfortable collaborating with operational teams, understanding that they’re made up of people as well as processes and products
• Have built high impact solutions using machine learning and have seen them through to production
• Thrive in a cross-functional work environment, working alongside with engineers, analysts, compliance and growth teams
• Have a clear playbook for prioritising work, helping the team understand impact and making a roadmap for everyone to follow
• Approach problem solving in a methodical way, allowing the team to gain clarity over root cause issues and making it easier to correctly assess risk and migration strategies for it
• Data-driven, decisions you share with the wider team have been validated and are clearly presented using all available data you’ve collected

This role will give you the opportunity to:

• Choose your path to impact - we believe people are most empowered when they can act autonomously. So rather than telling you what to do, you’ll work with your team to create a vision of your own. Of course, you can always gather feedback from smart, curious people across Wise but you’ll have the freedom to make your own calls
• Grow as a leader - Grow and inspire your team to join our mission
• Be part of our mission to make money without borders the new normal
• Understand a FinTech end-to-end. Exposed to the full breadth and depth of our product from customer service, fincrime, regional expansion and new product launches

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.