Product Manager, AI-Powered Customer Support

Wise; Greater London; Hybrid; GBP 85,000 - 115,000; Full time

Job summary

Wise is seeking a Product Manager to own the customer-facing support experience, collaborating with designers, researchers and engineers to redesign the self-serve journey used by millions. You will lead cross-functional initiatives and establish a roadmap across the Support Squads.

You will ship AI-powered conversational experiences and automations, iterating after launches with rigorous experimentation to continuously improve the Wise Assistant and FAQ, reducing customer effort over time.

Qualifications

• Consumer product experience: strong customer empathy and experience shaping intuitive product journeys.
• Data-savvy: comfortable querying data with SQL or Python.
• LLM experience: familiarity with large language models and applying them to workflows.
• Design thinking: use first principles and collaborate with designers.

Responsibilities

• Lead the FAQ, Self Services & Wise Assistant roadmap within the Support Squad.
• Design and ship AI-powered conversational experiences that resolve customer intents.
• Partner with designers, researchers, analysts and engineers to rebuild the support journey.
• Run rigorous experiments and iterate based on feedback to improve automation rates.

Skills

Consumer product experience

Data-savvy

LLM experience

Design thinking

Job description

Wise is seeking a Product Manager to own the customer-facing support experience, collaborating with designers, researchers and engineers to redesign the self-serve journey used by millions. You will lead cross-functional initiatives and establish a roadmap across the Support Squads.

You will ship AI-powered conversational experiences and automations, iterating after launches with rigorous experimentation to continuously improve the Wise Assistant and FAQ, reducing customer effort over time.