Product Owner Customer Support

vor 2 Wochen

Frankfurt am Main, Deutschland Fintiba GmbH Vollzeit

**About us**

Fintiba is a market-leading, fast-growing Fintech company based in Frankfurt am Main with 65 employees, a proven and profitable business model combined with a strong and long-term orientated shareholder base. With innovative technology, Fintiba is having a positive impact on society by operating at the interface between corporates, universities, politics, banks, and e-commerce. In this environment, Fintiba offers online-based solutions for international students and expats in Germany. To make it easier for future specialists to come to Germany, we are passionately committed to this and thus contribute to increasing the attractiveness of Germany as a place to study and work.

**Whom we are looking for**

We are seeking a highly experienced Senior Product Owner to take charge of our Customer Support Systems. This pivotal role entails full ownership of the technical tools and platforms used by our Customer Care (CC) agent team, ensuring our tools are optimized to enhance customer interaction and satisfaction.

**Your area of responsibility**
- System Ownership: Assume complete responsibility for all technical tools and support systems used by the CC agent team.
- Customer Journey Optimization: Enhance the customer journey for all inquiries, ensuring a seamless, efficient, and satisfactory experience.
- System Specific Duties:

- Optimize and maintain the "Customer Manager" system.
- Continuously improve the capabilities of our Chatbot, "Fintibot".
- Manage the optimization and upkeep of Zendesk as a help center and ticketing platform.
- Implement AI tools to boost efficiency within Zendesk.
- Improve and maintain the HelpCenter, incorporating technical changes based on feedback from CC agents and experts.

Key Performance Indicators (KPIs):

- Customer Satisfaction (CSAT) Score
- Reduction in tickets per hour
- Achievement of Service Level Agreements (SLAs)
- Strategic business development targets

**What you bring with you**
- Experience: Significant professional experience, preferably in customer support within the B2C fintech sector.
- Skills:

- Expertise in stakeholder management with both internal and external partners.
- Proactive in action and customer-centric in approach.
- Able to operate independently with mínimal guidance.
- Experienced in developing business.
- Competencies:

- Demonstrated ability in developing customer support products.
- Fluent in English; German proficiency is a plus.
- Comfortable in an international, multilingual setting.

**What you can expect**
- The opportunity to be part of a dynamic and growing Fintech company.
- Significant freedom and opportunities to develop and implement your own ideas.
- An attractive working environment in Frankfurt with a hybrid work method.
- A dedicated and motivated team passionate about making it easier for future professionals to come to Germany.
- You will directly report to our CPO.
- We offer an international, professional, and varied working environment in an exciting industry.
- You can expect an attractive salary with regular bonus payments and 30 days' vacation per calendar year.
- A monthly mobility allowance, an annual training budget, an annual vacation budget and participation in the Corporate Benefits Program complete our offer.
- You can work up to 40% of your weekly working hours on the move within Germany.
- If you work in the office, you can enjoy our large, leafy courtyard, where we regularly organize team events and celebrations.
- Our organization offers cooperation at eye level through flat hierarchies, the opportunity to take on responsibility and develop ideas through dialogue.

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