Junior Product Owner – Customer Support

About the Role
We are looking for a proactive and organized professional to support the Product Manager in enhancing and executing our customer support strategy across fintech products. You will assist with research, documentation, backlog management, and translating business requirements into actionable technical tasks.

Daily Responsibilities

• Collaborate with the Product Manager to improve customer support processes and implement new initiatives.
• Analyze the customer journey, agent performance, and self-service effectiveness; collect, structure, and interpret feedback to prioritize product features.
• Review user stories, refine acceptance criteria, and ensure clarity for development teams.
• Maintain the product backlog in Jira, track sprint tasks, and coordinate with cross-functional teams to ensure alignment.
• Prepare clear documentation, including customer flow diagrams, meeting notes, and visual artifacts to support team communication.
• Assist developers and support teams with operational queries and keep Confluence documentation up to date.
• Conduct light research on data, market trends, and competitors to support informed product decisions.

• Work with engineering and support operations teams to translate business requirements into technical tasks.

   

Candidate Requirements

• 1–2 years of experience as an Associate Product Manager, Product Owner, Business Analyst, or Product Coordinator, preferably in fintech, SaaS, or tech-driven products.
• Understanding of omnichannel support principles: ticket routing, automation, and SLA considerations.
• Awareness of European data privacy regulations (e.g., GDPR).
• Strong analytical and organizational skills, able to handle multiple research and documentation tasks simultaneously.
• Proficiency in interpreting customer feedback and metrics.
• Experience creating visual artifacts, such as diagrams, flowcharts, and process maps.
• Hands-on experience with Jira and Confluence for backlog and documentation management.
• Familiarity with Agile delivery processes and user story documentation.
• Strong written and verbal communication skills in English (minimum B1).

• Product-oriented mindset with attention to detail and a structured approach to problem-solving.

   

Nice to Have

• Experience with Zendesk, Salesforce Service Cloud, or similar customer support platforms.
• Hands-on use of automation tools (e.g., Intercom, conversational AI bots) for workflow optimization.
• Basic knowledge of SQL or data visualization tools for analyzing support metrics.