Senior Product Manager - Support Automation & Contact Prevention

The Support Squad consists of several product teams, and collectively owns the entire end-to-end support journey for millions of Wise customers. Our mission is to provide high quality support at the lowest cost. We do this by preventing the need for support in the first place, building world-class self-service tools, automating resolutions through conversational AI, and empowering our support agents with the best infrastructure and intelligent tooling.

One of our largest investment areas in the last year has been conversational support automation - we launched a Wise Support Assistant, helping a large majority of our customers self serve problems.

The Getting Help team owns the entire FAQ, Help Center, Self Service and Chat experience - and collaborates very closely with the Contact Automation team, who powers our Conversational AI experiences.

The Opportunity & Your Mission

We're looking for an entrepreneurial Senior Product Manager to focus on 2 critical pieces in our strategy, within the Getting Help team:

• Contact Prevention: You will be in charge of our Contact Prevention strategy. Your goal is simple but ambitious: drive down customer contact rate by fixing problems at their source, creating a better experience for millions of customers; and reducing our cost space.
• Wise Assistant: You will also help us make the Wise Assistant as the single entry point into Support - an adaptive conversational interface that delivers the precise solution needed, whether its suggested content, a direct answer, a self-service action, or a seamless handover to a specialist team or high quality CS agent

You'll be responsible to:

• Own the contact prevention product strategy: Together with BizOps, Analytics and other cross-functional partners you will create and drive the roadmap for Contact Prevention at Wise, identifying the highest-leverage opportunities to make an impact on our contact rate.
• Influence at scale: You'll spot opportunities by digging into data, building your own internal insights tools, and even spinning up LLM workflows to power your analysis or enabling other teams to self-serve better. You'll work with product teams across Wise to get fixes prioritised, or even build a team to remediate defects yourself.
• Leading the FAQ, Self Services & Wise Assistant Upstream roadmap: You will partner closely with the other teams in the Support Squad to make Support at Wise fully conversational from the get-go, enabling embedded solutions into a conversational journey.
• Ship new conversational experiences & automations: You will partner closely with Content Design and Engineering to ship AI-powered conversational experiences that resolve customer intents instantly and effectively. This role requires an iterative mindset; beyond the initial launch, you will drive continuous improvement through rigorous experimentation and feedback loops.
• Coaching and mentor a Product Manager working within the Support Squad - empowering them to own strategic initiatives, growing their craft and achieving your goals and impact through them.

What does success look like?

• Your success is defined by creating a superior automated experience that reduces customer effort and friction, or simply preventing the need to contact in the first place. In your first 6 months, you will have:
• Impact our Contact Rate: Made a measurable dent in our customer contact rate through both high-quality automation and by addressing root-cause issues, putting us on a clear path towards our 2026 goals.
• Impact our Case Automation Rate: Launched significant improvements to our conversational support channels that have quantifiably improved the Wise customer experience.

If you're passionate about solving problems at scale and excited by the chance to build something new from the ground up, shape your own role and team and have a clear target thats critical to our mission as a business and for Support, youll be a right fit.

• Entrepreneurial: You have launched products from 0 >1 successfully, and collaborated with a variety of functions to achieve this - where you were the sole leader
• Consumer Product Experience: Strong customer empathy and experience working with design and user research to craft intuitive product journeys. You have shipped successful consumer mobile experiences that are used by millions of customers every day.
• Data-savvy: A knack for getting your hands dirty with data using SQL, or Python, and experience with analytics tools like Superset, Looker, …
• Be LLM-native: Youll be surrounded by experts and encouraged to build LLM-powered insights and workflows from day one. You will need familiarity with LLMs, from prompt and context engineering to setting up evaluation loops. Experience in wider AI/ML domains, and shipping AI enabled user experiences, is a plus.
• Mentoring & PM reporting: Leadership and coaching skills, with previous experience managing reporting lines or formally mentoring other PMs being highly desired.

Nice to haves:

• Data Product Experience: A background in building data or insights tooling or platforms that empower internal or external customers is a plus.
• Experience within Servicing, Ops, Support: Previous product management experience in the Operational, and Help / Support domains is a plus.
• Experience with Search & Information Retrieval: previous experience with Search and IR is a plus

Wise is a global technology company, building the best way to move and manage the world's money., For everyone, everywhere. Were people building money without borders - without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. Were proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.