Product Manager - Support Experience

Wise
London
Workplace: HybridFull timeGBP 75,000 - 93,000 annuallyFunction: Product ManagementSkills: ["Customer empathy","Experimentation","Iterative mindset","Design thinking","Problem-solving"]

Own Wise’s customer-facing support experience end to end, including the FAQ, Help Center, self-service, and conversational journeys. Partner with design, research, analysis, and engineering to rebuild support from first principles, run A/B experiments, and ship AI-powered experiences that resolve customer intents instantly. Lead a multi-quarter support roadmap, improving automation rates and reducing customer effort and friction through continuous experimentation and feedback loops.

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Wise
Wise
4 days ago

Product Manager - Support Experience

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Own Wise’s customer-facing support experience end to end, including the FAQ, Help Center, self-service, and conversational journeys. Partner with design, research, analysis, and engineering to rebuild support from first principles, run A/B experiments, and ship AI-powered experiences that resolve customer intents instantly. Lead a multi-quarter support roadmap, improving automation rates and reducing customer effort and friction through continuous experimentation and feedback loops.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Lead the FAQ, self-service, and Wise Assistant product roadmap across the Support Squad.
  • •Rebuild the support experience with design, research, analysis, and engineering, working from first principles.
  • •Design and execute A/B experiments to improve the customer support journey.
  • •Ship AI-powered conversational experiences and automations with Content Design and Engineering.
  • •Drive continuous improvement to reduce customer effort and increase automation outcomes through experimentation and feedback loops.

Pay and Benefits

Salary: GBP 75,000 - 93,000 annually

Key Requirements

  • •Strong consumer product experience with empathy and the ability to work with design and user research to deliver intuitive journeys used by millions.
  • •Data-savvy: proficiency with SQL and/or Python to drive product decisions and improvements.
  • •Familiarity with LLMs and building LLM-powered insights and workflows.
  • •Ability to think from first principles and apply design thinking to shape customer experiences.
  • •Iterative mindset with experience using experimentation and feedback loops to continuously improve outcomes.
Skills:Customer empathyExperimentationIterative mindsetDesign thinkingProblem-solving
Languages:English
Tech Stack:SQLPythonLLMsConversational AI

Company Brief

Wise
Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2011
Glassdoor
Glassdoor: 3.8
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