Senior Product Manager - CX Tech Lisboa

Senior Product Manager - CX Tech
Lisboa
Lisboa, Lisboa, Portugal

At Catawiki, every day brings the extraordinary! Whether it’s a unique item, an antique, or a collectible, we encounter exceptional objects every day.

We're a
-
-
- kind marketplace for buying and selling special objects! Each week we offer over 75, 000 unique items in auction, carefully curated by our passionate
- house experts.

Having sold over 20 million unique objects to date, we’re on a mission to become the world’s most popular destination for special objects. As a growing, diverse and sustainable
- up, we proudly live by our core values:

• Taking ownership and driving impact
• Being open to change and feedback
• Being passionate about our mission and our customers.

If these values resonate with you, we’d love to explore how you can join us on this exciting journey!

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
-
- 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 customer service 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
- 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 optimizing 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
- critical impact on both our buyers and sellers. To be successful in this role you need to be a
- 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 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 optimize our customer support department (e. g. ,
  - service tooling, large language model development, etc. ).
• Communication: Ensure ongoing alignment with CX department, C-level, and other relevant stakeholders on this
  - 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
  - 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
- 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 plays.
• 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
  - motivated and
  - 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.

Why You'll Love Working with Us

• Create a Visible Impact by working at scale in a global organization that serves millions of customers across 80+ categories. In our flat structure, every role has a broad scope that directly impacts both our customers and the business.
• Learn and Grow with Us through our Learning & Development initiatives, which include clear development plans and mentorship programs designed to support your career progression.
• A Culture of Connection defines us. We’re a passionate, diverse, and collaborative team of 800+ Catawikains and 60+ nationalities, all coming together to build a
  -
  -
  - kind marketplace. We foster an inclusive and
  - friendly work environment, committed to making every Catawikian feel welcomed and empowered. Whatever your story, we encourage you to bring your unique perspective to our team.
• Celebrate Life’s Moments with us at Catawiki. When you join us, you’ll receive a €100 Catavoucher, and on each birthday, you'll get a €50 Catavoucher to celebrate. Enjoy an extra day off each year to 'Pursue Your Passion'. We also recognize significant work anniversaries (3, 5, 8, 10 years) with additional time off, plus extra leave for life’s big moments like marriage, engagements, or moving house.

Please note that benefits can vary by location. For specific information regarding what’s available in your country, please consult your recruiter.

Our Offices and Way of Working

Our vibrant offices in Amsterdam, Paris, and Lisbon are designed to inspire and connect. Most Catawikians are within commuting distance of one of our offices and enjoy the flexibility of a hybrid work model. This means we typically ask you to be in the office 2 out of 5 days, roughly 40% of your working time, to collaborate and connect with your colleagues. Of course, if the job description specifies that the role is 100% remote—such as for certain expert or sales positions—then that arrangement will apply.

Interested?

Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to our terms.

If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.