Job Description
Product Manager - Client Support
The Role:
As the Product Manager for Customer Support, you will be responsible for design and deliver of a seamless, efficient, and human-centered support experience across all client touchpoints. You will define the strategy and oversee execution to ensure clients can easily access help, resolve issues quickly, and feel supported throughout their journey with XM.
This role requires ownership of key support experience metrics and the ability to balance strategic planning with hands-on execution. You will leverage customer insights, operational data, and user behavior to continuously improve support journeys at scale while driving measurable business outcomes, client satisfaction, and operational efficiency.
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
All applications will be treated with strict confidentiality!
