Job description
About the opportunity
As a Product Manager - Support Experienceyou will have the unique opportunity to contribute to our growth that will build and iterate features, tools, and controls to help keep our customers supported in the channels that they prefer, while reducing our operational costs. You will lead a customer facing cross functional team, in a scope that covers customer support experience and customer service operations enablement. In that group, you will be supporting various segments in the bank offering advice and support on a large portfolio of new and existing product and market launches.
In this role, you will:
- You will be responsible for an exceptional customer support experience end to end including channels such as messaging, phone line, emails, secure inbox, social and the overall support ecosystem
- You are responsible for discovery, development and improvement of new and existing features within the support channels team
- You own and shape the backlog, roadmap and vision of a cross-functional product team
- You will analyse data and user feedback, and turn them into actionable insights for your team
- You drive continuous product improvement for the existing solutions
- You manage external product partners as well as internal stakeholders and communication.
- You interface with regulatory teams, business development, operations and customer service to ensure that the desired economic and operational KPIs are met throughout the lifecycle of the product portfolio.
- You are responsible for setting goals for the team and delivering the outcomes against these goals.
What you need to be successful:
- 3+ years experience in product management roles independently managing cross functional team
- 2+ years experience in support channels within a product management role
- Experience in banking industry is a plus
- Significant B2C Digital experience building products that end users love
- An understanding of Support Experience (for both customers and internal agents); Conversational Banking; Generative AI; and Regulatory Compliance products
- Excellent English fluency (spoken and written) and communications skills, the ability to translate complex issues into simple terms is essential.
- Strong in analytics, structured, data driven and detailed oriented
- High work ethics and an intrinsic desire to deliver high quality products
You are:
- A people person, with a business mindset
- You fall in love with problems, not with solutions
- Autonomous to execute and collaborative to think
- Not afraid of diving into extremely complex problems you have never worked on
- Used to give (and receive) open, direct and timely feedback.
- Pragmatic, not dogmatic. You can paint the big picture without forgetting the immediate needs.
What’s in it for you
- Accelerate your career growth by joining one of Europe’s most talked about disruptors
- Employee benefits include discounts to fitness & wellness memberships, language courses, public transportation and more.
- Come together with your team in the office for a dedicated day of teamwork each week, plus another day of your choice, and enjoy the flexibility of remote work the rest of the time. Some roles may require additional in-office presence.
- A Premium N26 bank account. As well as subscriptions for friends and family members.
- Varying vacation days depending on your location of work and duration of your internship.
- A high degree of autonomy and access to cutting edge technologies - all while working with a friendly team of peers of diverse nationalities, life experiences and backgrounds.
Who we are
N26 has reimagined banking for today’s digital world. Technology and design empower everything we do and it’s how we are building the global banking platform the world loves to use.
We’ve eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do.
We are headquartered in Berlin with offices in multiple cities across Europe, including Vienna and Barcelona, and a 1,500-strong team of more than 80 nationalities.
Sounds good? Apply now for this position.
Equal Opportunities:
We recognize that our strength lies in our people and the varied perspectives they bring to our workforce. We strive to build talented and diverse teams to drive our business success and empower our people to reach their full potential.
We genuinely welcome and encourage applications from people of all backgrounds, cultures, genders, sexual orientations, abilities, neurodiversities, and ages. We’re committed to creating an inclusive workspace where everyone feels valued and respected, free from harassment and discrimination. If there’s anything you need to make the application process work for you, please let us know. If there’s anything you need to make the application process work for you, please let us know by reaching out to [email protected].
Visit our website to learn more about Diversity, Equity, & Inclusion at N26.
