Product Manager - Customer Service Platform

What You'll Do

- Own the product vision and roadmap for the tools our support advisors use every day, improving efficiency and enabling better outcomes for users.

- Define and evolve how customers access support across chat, email, social messaging, and emerging channels, helping the right contact reach the right advisor at the right time.

- Strengthen the foundational API layer connecting our support systems, with a focus on reliability, extensibility, and developer experience as the platform scales.

- Take initiatives from discovery through launch, partnering closely with engineering to ship iteratively, learn quickly, and deliver meaningful outcomes.

- Identify opportunities to thoughtfully apply AI and automation within advisor workflows and channel routing to improve speed, accuracy, and the advisor experience.

- Collaborate with engineering, design, data science, and customer service operations to build scalable capabilities that serve both advisors and users.

- Define meaningful success metrics, run experiments, and use data and customer insights to make clear prioritisation decisions and measure impact.

Who You Are

- You have 4+ years of product management experience and a track record of delivering impactful products in technology-driven environments.

- You think in systems and understand how APIs, integrations, platforms, and tooling can work together to create leverage across an organisation.

- You are comfortable partnering with engineering teams on API design, system architecture, and technical trade-offs; you don't need to write code, but you can engage confidently in technical conversations.

- You know how to take products from discovery through delivery, balancing thoughtful product development with the pace needed to learn and make progress.

- You are curious about customer service and support operations and bring empathy for both the people providing support and the users receiving it.

- You communicate clearly, can make complex trade-offs understandable, and know how to create alignment across technical and non-technical partners.

- You use data, experimentation, customer insight, and judgement to make decisions and are comfortable adapting when you learn something new.

- You enjoy working collaboratively across disciplines and care about building products that create meaningful outcomes for customers and the people who support them.

Where You'll Be

- This role is based in London, UK or Stockholm, Sweden.

- We offer you the flexibility to work where you work best! There will be some in person meetings, but still allows for flexibility to work from home.