Product Manager - Customer Success Platform Team (m/f/x) onsite or remote (in Germany or Austria)

Product Manager - Customer Success Platform Team (m / f / x) onsite or remote (in Germany or Austria)

• Full-time
• Job Experience Level : Experienced Professionals
• People Management? : No
• Department : Product

Company Description

Scalable Capital is a leading digital investment platform in Europe that makes investing easy and affordable for everyone.

Clients of the Scalable Broker can trade 8,000 stocks, 2,500 ETFs, and 3,500 funds and other exchange traded products to build their portfolios, earn interest on their cash balance and take secured loans.

People can also have their investments professionally managed via the digital wealth management service. More than one million clients already use the services.

Scalable Capital was founded in 2014 and is active in Germany, Austria, France, Italy, the Netherlands, Spain, and the UK.

The investment firm, which is supervised by BaFin and the Bundesbank, has more than 20 billion euros on its platform. In addition to its business for private clients, the company operates B2B solutions.

Its long-standing partners include ING, Barclays Bank in the UK, the robo-advisor Oskar, and the Santander Group in Spain.

Scalable Capital employs more than 500 people at its offices in Munich, Berlin, and London. Together with the founding and management team around Erik Podzuweit and Florian Prucker, they strive to empower everyone to become an investor.

Visit our 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 (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 and world-class customer support
• 3+ years of professional experience in agile product development (experience in the financial sector or a Client Success role is advantageous)
• 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
• In depth knowledge 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 or Vienna, or choose to work remotely within Germany or Austria (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

Job Location