The main responsibilities of the position include:
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 channelsCollaborate 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 Main requirements:
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 The following will be considered an advantage:
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 Benefit from:
Attractive remuneration package plus performance related rewardPrivate health insuranceCorporate pension fundIntellectually stimulating work environmentContinuous personal development and international training opportunitiesThe Hiring Experience: What Awaits You
Let’s Connect – Intro Chat with Talent AcquisitionBring It to Life – Role-Specific Take-Home TaskDeep Dive – First Interview with Your Future Team
English
Greek
Russian
German