Product Manager – Customer Success Platform Team

Company Description

Scalable Capital is a leading digital investment platform in Europe.
Since our foundation in 2014, we pursue the mission to empower everyone to become an investor. With the Scalable Broker, and our digital wealth management service Scalable Wealth as well as our solutions for B2B partners we offer easy and cost efficient investing for everyone.
Today, Scalable Capital is a FinTech unicorn – we have more than 600,000 customers and more than 17 billion Euros on our platform.

Visit our finance blog or check out our Social Media channels to find out what our Expert Teams have to say.

Our Company Values guide us every day in how we work and collaborate. To learn more about them, you can find our values here (English).

Job Description
  • Help Scalable’s Client Success teams to work efficiently and effectively by enabling them with industry-leading tooling and processes.
  • Integrate and build the tools and features that guarantee that Scalable’s clients receive world-class customer support in a timely manner even during phases of high-growth or unexpected market events.
  • Ensure that key serviceability metrics are tracked and monitored. Make data-driven decisions that try to foresee any future potential bottlenecks in Scalable’s service pipeline.
  • Build the necessary tools to make support processes secure and phishing-proof. Make Scalable’s support processes the most secure offering on the market. Let’s lead the FinTech space by example!
  • Drive the decision-making process and select the right 3rd-party tools for our CRM, call-center, support chat, AI-support tooling, and customer help center solutions.
  • Bridge the gap between the support department and the feature product and development teams to ensure Scalable’s product offering is built with serviceability and client-growth-resilience in mind.
Qualifications
  • Passion for digital products
  • Experience in agile product development (experience in the financial sector is advantageous, but not necessary)
  • Strong analytical thinking, leveraging both quantitative and qualitative data to drive decisions
  • Excellent communication skills that are clear, concise, and targeted towards your audience – software engineer, stakeholder or executive
  • Empathy for the end-user and a relentless focus on understanding user problems and needs
  • Hands-on mentality: from idea to UX-prototype to user story and design, you can handle it
  • Curiosity about the technology landscape for client success, call center, chat, AI- support, and CRM solutions
  • Experience with common agile working tools and technologies like Jira, Confluence, Balsamiq, SQL/Metabase and similar applications
  • Excellent English communication skills (German is advantageous but not necessary)
  • Experience building B2B SaaS products → familiarity with intra-org processes and how to build products to support these
  • Strong business process mindset
Additional Information
  • Be part of one of the fastest-growing and most visible Fintech startups in Europe, creating innovative services that have a substantial impact on the lives of our customers
  • Work with an international, diverse, inclusive, and ever-growing team that loves creating the best products for our clients
  • Enjoy an office in a great location in the middle of Munich, Berlin Mitte or Vienna (if eligible for the job)
  • Be productive with the latest hardware and tools
  • Learn and grow by joining our in-house knowledge sharing sessions and spending your individual Education Budget 
  • Learn and experience German culture first hand by joining our free German language classes
  • (International) relocation support
  • Enjoy your free time with 30 paid vacation days and take the opportunity to work from abroad
  • Benefit from an attractive compensation package and from the company pension scheme
  • Say goodbye to order commissions and say hello to your complimentary subscription of Scalable Capital’s PRIME+ Broker

Scalable Capital offers competitive compensation and benefits based on the performance, experience and qualifications of its employees. Due to Austrian legal requirements, we are obliged to state the minimum salary for this position. This corresponds to the minimum annual gross salary according to the applicable collective bargaining agreement. Of course, we are prepared to offer a higher salary depending on the individual situation (experience, responsibility, specialist knowledge and skills).

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