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Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and what we offer.
The Support Squad consists of several product teams, and collectively owns the entire end-to-end support journey for millions of Wise customers. Our mission is to provide high quality support at the lowest cost. We do this by preventing the need for support in the first place, building world-class self-service tools, automating resolutions through conversational AI, and empowering our support agents with the best infrastructure and intelligent tooling.
One of our largest investment areas in the last year has been conversational support automation - we launched a Wise Support Assistant, helping a large majority of our customers self serve problems.
The Getting Help team owns the entire FAQ, Help Center, Self Service and Chat experience - and collaborates very closely with the Contact Automation team, who powers our Conversational AI experiences.
The Opportunity & Your Mission
We’re looking for an entrepreneurial Senior Product Manager to focus on 2 critical pieces in our strategy, within the Getting Help team:
Contact Prevention: You will be in charge of our Contact Prevention strategy. Your goal is simple but ambitious: drive down customer contact rate by fixing problems at their source, creating a better experience for millions of customers; and reducing our cost space.
Wise Assistant: You will also help us make the Wise Assistant as the single entry point into Support - an adaptive conversational interface that delivers the precise solution needed, whether it's suggested content, a direct answer, a self-service action, or a seamless handover to a specialist team or high quality CS agent
You’ll be responsible to:
Own the contact prevention product strategy: Together with BizOps, Analytics and other cross-functional partners you will create and drive the roadmap for Contact Prevention at Wise, identifying the highest-leverage opportunities to make an impact on our contact rate.
Influence at scale: You’ll spot opportunities by digging into data, building your own internal insights tools, and even spinning up LLM workflows to power your analysis or enabling other teams to self-serve better. You’ll work with product teams across Wise to get fixes prioritised, or even build a team to remediate defects yourself.
Leading the FAQ, Self Services & Wise Assistant Upstream roadmap: You will partner closely with the other teams in the Support Squad to make Support at Wise fully conversational from the get-go, enabling embedded solutions into a conversational journey.
Ship new conversational experiences & automations: You will partner closely with Content Design and Engineering to ship AI-powered conversational experiences that resolve customer intents instantly and effectively. This role requires an iterative mindset; beyond the initial launch, you will drive continuous improvement through rigorous experimentation and feedback loops.
Coaching and mentor a Product Manager working within the Support Squad - empowering them to own strategic initiatives, growing their craft and achieving your goals and impact through them.
What does success look like?
Your success is defined by creating a superior automated experience that reduces customer effort and friction, or simply preventing the need to contact in the first place. In your first 6 months, you will have:
Critical skills that will help you succeed:
If you’re passionate about solving problems at scale and excited by the chance to build something new from the ground up, shape your own role and team and have a clear target that's critical to our mission as a business and for Support, you'll be a right fit.
Nice to haves:
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
hackajob is partnering with TransferWise to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.