Senior Product Manager - Customer Support (m/w/x)

About Grover

Grover makes access to tech easy, affordable, and sustainable—with flexible tech rental subscriptions. No deposits, no commitment, just tech when you want it for as long as you need it.

With around $1.3 billion in financing, Grover is one of Germany’s best-funded scale-ups, and we’re growing fast. Since 2015, we’ve gone from a small startup operating out of a Berlin apartment to a team of 500+ people, bringing flexible tech subscriptions to renters across Germany, Austria, the USA, Spain, and The Netherlands.

And we’re just getting started. This year, we’re expanding into even more countries and launching even more innovative ways for people to access the tech they need.

Our Mission & Vision

We’re making it possible for more people to get the best out of life–with flexible, affordable access to the tech they need. That was our bold vision when we started back in 2015, and—with over 1 million renters across 5 countries—we’re right on track.

We’re also proud to champion a more sustainable way to use tech. With over 500,000 devices returned, refurbished, and recirculated so far, we’ve already saved 1,500 tons of e-waste from ending up in a landfill.

Want to join us on our mission to give more people flexible access to the tech they need? We’d love to have you on the team.

As a Senior Product Manager - Customer Support you will:

• Drive the customer support tooling experience for customer support agents, managers, and operations team members.
• Negotiate priorities, define scope, and estimate timelines with energy and positivity.
• Collaborate with customer support and business teams to understand problems and prioritize the opportunities. Also work closely with engineering, design, data, and other product managers to find the right solutions, and deliver value to our teams.
• Communicate clearly and effectively with all relevant stakeholders including the business development team, Product Director, external stakeholders, and own squad.
• Contribute to the continuous improvement of product management methods, including a data driven product management culture.
• Craft clear product plans and review results regularly with engineering and product leadership, as well as internal stakeholders.
• Mentor other product managers, share your knowledge and experience, and help foster a culture of learning and development within product management.

You care about:

• Our customers: you have a strong understanding of User Experience and ensure that any feature you ship hits the sweet spot between UX, effort and impact
• Ownership: you easily communicate ideas, implement them, and take responsibility for your actions
• Building products: you understand how software is built, and are effectively communicating with Designers, Engineers and everyone in-between
• Helping others: sharing knowledge with your colleagues is on top of your priorities
• Fast-paced startups: you love adapting to different situations, and you know how and when to iterate fast and with high quality
• Our product: you believe in our vision, and are willing to give your best to build the future of Grover

We are looking for someone passionate, with:

• Multiple years experience working in product management or a similar profession
• Experience working with internal tools systems, integrations, and/or data migrations
• Experience hiring and scaling a cross-functional team of engineers and designers
• Excellent verbal and written communication skills (in English)
• Passion for building a first class user experience
• Strong knowledge of modern product development methodologies and techniques such as product discovery approach, human centered design, lean product development, design sprints and design thinking.
• Experience working with product design and development collaboration tools (Jira, Productboard, Miro, Figma, Tableau and/or similar

What we offer:

• Competitive salary and benefits.
• Flexible working hours combined with a semi-remote work structure. Office? Remote? Figure out the balance that works best for you.
• Entrepreneurial responsibilities and upward career growth.
• Engaging, open office located in central Berlin.
• Diverse global team of 60 nationalities (and counting)! Genuinely the nicest group of colleagues who will soon become friends.
• Team events, Grover tech discounts, and expanding perks