Product Manager – Support Experience

Overview

As a Product Manager for Wise’s Getting Help and Support Squad, you will shape the customer-facing support journey. You’ll rebuild the self-service and FAQ experience, and ship AI-powered conversational experiences that resolve intents quickly. You’ll partner with design, research and engineering to run iterative experiments, aiming to reduce customer effort and support interactions. This role sits at the core of automating support and scaling a world-class experience for millions of users, aligned with Wise’s mission to simplify money movements.

Responsibilities

• Lead the FAQ, Self Services & Wise Assistant roadmap and align with cross-functional teams to execute a multi-quarter plan
• Design and run A/B experiments to optimize the support journey
• Collaborate with Content Design and Engineering to deploy AI-powered conversational experiences
• Own the end-to-end support experience improvement from first principles
• Drive continuous improvement through experimentation and feedback loops
• Embed solutions into the conversational journey across the support ecosystem
• Measure impact on customer effort and automation rate, targeting reduced need for direct contact

Key requirements

• Consumer product experience with strong user empathy and experience shaping intuitive journeys
• Data-savvy with SQL or Python
• Familiarity with LLMs and ability to build AI-powered insights/workflows
• Design thinking mindset and close collaboration with designers
• Experience shipping consumer mobile products used by millions
• Ability to work cross-functionally with designers, researchers and engineers

• customer empathy
• problem solving at scale
• collaboration
• SQL
• Python
• LLMs

…