Senior Product Manager, Customer Care

Description

The Customer Care product team is seeking a Senior Product Manager to lead initiatives that elevate customer service standards and boost the productivity of internal teams.

In this role, you will shape the team’s roadmap and develop tools that empower support, customer success, and marketplace integrity teams to provide exceptional service.

The ideal candidate is passionate about customer care, combining a strong analytical mindset, deep user experience knowledge, cross-team collaboration skills, and attention to detail.

WHAT AM I GOING TO DO?

• Lead product planning and prioritize key initiatives to improve internal workflows, user-facing solutions, and moderation compliance
• Work closely with engineering, analytics, and design teams to define product strategies
• Lead cross-functional projects that evolve Fiverr’s back-office and solve operational constraints to improve user experience and ensure user safety
• Identify opportunities to develop and optimize internal tools based on user feedback and team needs
• Partner with product teams across Fiverr to ensure customer experience is prioritized, especially when addressing user issues
  
  

Requirements

• 6-8 years of experience in product management with a proven track record of delivering internal tools and customer-facing products
• Experience working with customer support or moderation systems, including knowledge of 3rd party tools in the market
• Proven ability to run proof-of-concepts (POCs)
• Experience structuring and leading large-scale cross-functional projects
• Experience making data-driven decisions using both quantitative and qualitative inputs
• Experience in operations/system analysis - a strong advantage
  
  

At Fiverr, we’re not about checklists. If you don’t meet 100% of the requirements for this role but still feel passionate about the position and think you have the right skills and qualifications to excel at it, we want to hear from you.

EQUAL OPPORTUNITIES

At Fiverr, we prioritize diversity. We celebrate difference and embed it into every aspect of our workplace and product, as well as our community. Fiverr is proud and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law. In addition, Fiverr will provide accommodation to individuals with disabilities or a special need.