Product Manager - AI Support Experience at Catawiki

Amsterdam, North Holland, Netherlands -

Full Time

Start Date

Immediate

Expiry Date

24 Feb, 26

Salary

0.0

Posted On

26 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Product Management, Customer Centric Development, Data Driven Decision Making, LLM Concepts, Prompt Engineering, EVAL Frameworks, Stakeholder Management, A/B Testing, KPI Definition, Agile Mindset, Complex Problem Solving, E-commerce Experience

Industry

Internet Marketplace Platforms

Description

At Catawiki, every day brings the extraordinary! Whether it’s Daniel Ricciardo’s Formula 1 Car, a Woolly Mammoth’s Skeleton, Lady Gaga's Jumpsuit or Usain Bolt’s running shoe, we encounter exceptional objects every day. We're a one-of-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 in-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 scale-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! Your Mission We have launched an AI powered customer support experience in Catawik in 2025. Your mission is to help improve our “AI Frontline” to become the trusted source for our buyers and sellers in case they need help. Making sure our AI support is accurate, fast, and helps solve real user problems, while ensuring the end-to-end experience is smooth and intuitive. You’ll partner with engineers, data scientists and customer support operations to design agentic workflows, tune prompts, and ship experiments that reduce the need for human contacts while improving customer satisfaction with our support experience. What you will do Browsing, Bidding, Winning and Selling at Catawiki is exciting. Every item on Catawiki is unique, and with unique and valuable treasures, a smooth journey for buyers and sellers is key. However, in a small number of cases, an object may arrive not quite as expected, suffer damage in transit, or take an unexpected detour during delivery. Often it’s no one’s fault, just an unfortunate bump in the road. In those moments, our community needs a way to get help quickly and fairly, without unnecessary delays. For this reason, and for more basic questions, we build an AI powered support flow. To ensure users get instant support, 24 hours a day, 7 days a week. As we’re rapidly expanding, we’re looking for a Product Manager - AI Support Experience to strengthen our team of high performing Product Managers, Engineers, Designers and Data Scientists to scale AI support flows. As a Product Manager - AI Support Experience at Catawiki, you will work with a multidisciplinary team and work on: Contact reduction: Measurable reduction in manual contacts per participant for general and transactional questions. Answer quality: Clear, tracked improvement in AI answer quality (by human EVAL + automated EVAL frameworks). Coverage & Routing: Expansion of AI coverage and reliable handoff to humans. Smooth, intuitive and user friendly user journeys to improve the satisfaction with our AI support experience and increase usage. Support on building the roadmap with clear expected outcomes and measurable success criteria. Cross-collaboration with other teams and stakeholders across the company to unlock new opportunities. Getting. Stuff. Done. Who you are In addition to your demonstrable experience as a Product Manager, you also have: A strong belief in Customer Centric product development. A data driven approach; You base your decisions on facts rather than opinions. Solid grasp of LLM concepts, understanding of Agentic Workflows and having proven experience in deploying AI products to production. Hands‑on with prompt engineering & fine tuning and ability to explain your train of thought in doing so to a wide audience. Confident in driving and executing manual and automated EVAL sets, ensuring AI quality standards and allowing for data driven decision making. Ability to convert EVAL outcomes to improvement requirements. Strong PRD writing, crisp communication, and stakeholder management. Experience working with OpenAI integrations is a big plus. Familiar with A/B testing, funnel metrics, and defining KPIs. Motivated to learn from our experienced Product Management Team. An agile and innovative mindset with the tenacity to thrive in a constantly changing environment plus the ability to deal with complexity and ambiguous situations. +3 year experience as a Product Manager ideally e-commerce focused. If you don’t feel you meet all the requirements but still think you are the right fit, we encourage you to apply! Why You'll Love Working with Us Create a Visible Impact by working at scale in a global organisation 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 programmes 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 one-of-a-kind marketplace. We foster an inclusive and queer-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 recognise 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. That said, some roles may be an exception: if the job description states that the position is fully remote or 100% office-based, that arrangement will apply instead. 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 Catawiki’s Applicant Privacy Policy. 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.

Responsibilities

The Product Manager - AI Support Experience will improve the AI-powered customer support experience, ensuring accuracy and user satisfaction. This role involves collaborating with engineers and data scientists to design workflows and enhance AI support flows.