Product Manager - Client Support

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.

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

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

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

Attractive remuneration package

Private health insurance

Corporate pension fund

Intellectually stimulating work environment

Continuous personal development and international training opportunities

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