Product Manager - Client Support

The main responsibilities of the position include:

Own and evolve the vision, strategy, and execution of XM’s end-to-end customer support experience 
Work with engineering, design, operations, and go-to-market teams to design scalable, personalized, and efficient support experiences across channels
Collaborate with other product teams to understand dependencies and incorporate support requirements into product planning 
Build best-in-class support journeys optimized for speed, clarity, self-service, and client satisfaction across diverse global markets 
Operate as a deeply data-driven product leader: define KPIs, set ambitious targets, analyse support trends, run experiments, and make informed tradeoffs 
Drive the evolution of support tooling, workflows, ticketing systems, automation capabilities, and self-service experiences 
Partner closely with Customer Support, Compliance, Risk, Payments, Onboarding, and Trading teams to improve issue resolution and reduce friction points 
Identify operational bottlenecks and opportunities for automation while maintaining a high-quality and human support experience 
Monitor the performance of support products and experiences, making adjustments to ensure company-wide service and operational targets are met 
Act as the liaison between the Product Team, Project Management, Business Intelligence, IT, Customer Support Operations, Business Development, and Management to prioritize initiatives and manage the full delivery lifecycle, including business functional testing 

Main requirements:

BSc/MSc in Mathematics, Statistics, Actuarial, Finance, Physics, Business Management, and/or Computer Science. 
3+ years of product management experience, preferably within customer support, operations, service platforms, or client experience domains 
Demonstrated success in improving customer journeys, operational workflows, or support funnels through data-driven product decisions 
Ability to engage in technical discussions to identify bottlenecks and unlock operational and customer experience improvements 
Strong analytical mindset with experience defining KPIs, interpreting customer data, and driving measurable outcomes 
Action-oriented mindset regularly shipping, experimenting, learning, and iterating 
Strong product intuition with a keen ability to simplify complex support experiences and champion clean, intuitive UI solutions 
Deep customer empathy with a solid understanding of customer expectations, frustrations, and behavioural patterns 
Excellent stakeholder management and communication skills across technical, operational, and business teams 
Experience collaborating closely with internal and external stakeholders, including engineering, compliance, data analytics, customer support, operations, and business teams 

The following will be considered an advantage:

Experience with customer support platforms and ticketing systems such as Zendesk, Salesforce Service Cloud, Intercom, Freshdesk, or similar technologies 
Familiarity with AI-powered support tooling, chatbots, workflow automation, and self-service platforms 
Experience within fintech, financial services, trading platforms, or other highly regulated industries 
A solid understanding of financial products such as CFDs, Options, and Futures 
Strong understanding of the FX market client profile 
Strong business acumen and understanding of the client lifecycle and operational processes 
Experience working with omnichannel support environments including live chat, email, voice, and in-app support experiences 

Benefit from:

Attractive remuneration package
Private health insurance
Corporate pension fund
Intellectually stimulating work environment
Continuous personal development and international training opportunities

The Hiring Experience: What Awaits You

Let’s Connect – Intro Chat with Talent Acquisition
Bring It to Life – Role-Specific Take-Home Task
Deep Dive – First Interview with Your Future Team