Senior Product Manager Trust and Support

What you will do

Catawiki is focused on delivering the best customer support user experience that we can provide to our buyers and sellers, each with their distinct needs and challenges. Enhancing the customer support user experience within Catawiki forms the interesting area where we are both optimising for user delight on both buyer and seller side simultaneously, while at the same time also solving our own operational challenges. Balancing these goals is a complex challenge with a business critical impact on both our buyers and sellers. To be successful in this role you need to be a go-getter, who can embrace uncertainty and is not afraid to step into uncharted territory. We need you to uncover this complexity, we will do this step-by-step whilst always having the end goal in mind. We favor people who are humble, curious and confident, people who are as ambitious as Catawiki is and as passionate as our buyers and sellers. 

Product challenges

As a Sr. PM TruSu at Catawiki, you will work with a multidisciplinary team within our Fulfillment vertical on the following: 

• Customer experience management: Enable Customer Support (CX) department to more effectively service our buyers and sellers while improving CSAT ratings
• Market knowledge: Use knowledge on customer support industry best practices and trends to continuously optimise our customer support department (e.g. self-service tooling, large language model development etc)
• Communication: Ensure ongoing alignment with CX department, C-level and other relevant stakeholders on this high priority topic
• Analysis: Proficiency in data analysis to identify opportunities and areas for improvement in the customer support customer journey and underlying processes
• Problem solving: Ability to quickly assess customer issues and come up with resolutions to ensure a positive customer support experience for our users
• Team collaboration: Collaboration with cross functional teams such as Data Science, Customer Support Design and other internal departments
• Adaptability: Flexibility to adapt to changing customer needs, business needs and changing technology
• Leadership: Ability to inspire and motivate engineers and internal stakeholders to deliver on ambitious plans

What you’ll bring

In addition to your demonstrable experience as a Product Manager in a fast growing online company, you also have:

• • An interest and curiosity in the world of (online) auctions and/or being a passionate enthusiast in one of the areas Catawiki play.
  • Ability to pose probing questions to quickly and fully understand and structure the challenge at hand
  • Ability to converge on a vision, a plan or next steps quickly, even in the presence of conflicting views
  • Ability to substantiate any claim with relevant (data) inputs, and you can clearly communicate this to the relevant stakeholders
  • An intrinsic motivation to drive improvements and overcome resistance to change.
  • Familiarity with a/b experimentation; You’re aware that valuable information comes from both positive and negative results through experimentation.
  • Energy, a commercial focus, and a sense of urgency to everything you touch; You’re a self-motivated and results driven person who is not afraid to get their hands dirty to solve a problem.
  • experience as a Product Manager, ideally payments and/or commercially focused