What you will do

Catawiki is touching extremes in terms of categories as well as object values. We sell objects ranging from the average Art House Poster to Hard to Find Stamps, to Antique Weaponry, to Loose Diamonds and Classic Cars. We are dedicated to making every sale a great experience for buyer and seller but at times our customer service needs to support either to answer questions or to look into a dispute.

Catawiki has very challenging growth ambitions. In that context it is important our customer service department grows with those ambitions. A large extent of that growth can be achieved by building the right technological building blocks for CS ranging from automated workflows all the way to implementing the latest AI capabilities.

As we’re rapidly expanding, we’re looking for an experienced Senior Product Manager CS Tech to strengthen our team of high performing Product Managers, Engineers, Designers and Data Scientists.

Success in the role

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. People who can be great partners with the various stakeholders you would be working with.

Product challenges

As a Sr. PM CS-Tech 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 hand
Ability to converge on a vision, a plan or next steps quickly, even in the presence of conflicting views
Ability to substantiate any claim with relevant (data) inputs, and you can clearly communicate this to the relevant stakeholders
An 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

Where you’ll be

This role is based in Lisbon, Portugal, with a relocation package for those moving from abroad. To support your onboarding, we’ll arrange regular travel to Catawiki’s Amsterdam office, ensuring you feel fully integrated.

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