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Amsterdam

    Senior Product Manager Trust and Support - Amsterdam, Nederland - Catawiki

    Catawiki
    Catawiki Amsterdam, Nederland

    3 dagen geleden

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    Beschrijving

    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 handAbility to converge on a vision, a plan or next steps quickly, even in the presence of conflicting viewsAbility to substantiate any claim with relevant (data) inputs, and you can clearly communicate this to the relevant stakeholdersAn 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

    • Here's what we can offer you

    This is your chance to join our mission to fulfill people's passions as part of a young and dynamic organization. You'll be part of an enthusiastic, highly motivated team of 800+ Catawikians.

    Additionally, you can expect:

  • A challenging role in a diverse, international and fast-growing organisation with over 50 nationalities.
  • Regular fun activities both on and offline e.g summer parties, boat rides and regular team events.
  • Great secondary benefits including a holiday allowance and a fantastic pension plan paid for by Catawiki.
  • Hybrid ways of working between home and office. We offer remote and activity-based working, suited to the team and individual responsibilities
  • We care about our teams' wellbeing and offer a holistic wellbeing programme including our Employee Assistance Programme offering clinical services, single-session therapy, wellness support and more.
  • Tailored learning and development opportunities to support your personal and professional growth;

    • We want to help you celebrate special occasions in life by:

  • Provide employees with a 100 EURO Catavoucher upon joining and 50 EURO birthday Catavouchers;
  • Extra days of annual leave for work anniversaries at 3, 5, 8 and 10 years;
  • Additional leave allowances for important life events such as moving, engagement & marriage;
  • Each year Catawikians get an additional day's leave to Pursue their Passion

    • Please note that our benefits offering changes depending on which country you are employed in. For our country-specific offering please ask your recruiter.

    Our commitment to you

    Catawiki's eclectic team represents an international and intergenerational mix of people from different professional and cultural backgrounds. We foster an inclusive and queer-friendly work environment, committed to making every Catawikian feel welcomed and empowered. Whatever your story, we encourage you to bring your unique perspective to the table.

    Catawiki stands with Ukraine and encourages people displaced by the current conflict to apply. In addition to the several initiatives we've launched, we're open to ideas on ways we can continue to support the humanitarian effort.

    Our offices and way of working

    We have sensational offices in Amsterdam, Groningen, Paris and our newest office in Lisbon. Most of our employees are within commutable distance of one of our office locations and enjoy a hybrid work model. This means we expect you to be in the office 2 out of 5 days, roughly 40% of your working time, to collaborate and connect with each other. The exception is of course, if the job description specifically states that the role is 100% remote, as some experts and sales positions are.

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