FreshRemote.Work

Senior Product Manager Trust and Support - The Hague, Netherlands

Who we are

,, - at Catawiki, we come across exceptional objects such as these every day.

Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki’s hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic Cars, Collectables and many more.

We've sold 10 million unique items to date and it’s our mission to become the world’s most popular auction destination for special objects.

We’re an innovative, pioneering and fast-growing scale-up. If you think you can make a difference to our team, go ahead and apply.

What you will do

Catawiki is touching extremes in terms of categories as well as object values. We sell objects ranging from the average Art House Poster to Hard to Find Stamps, to Antique Weaponry, to Loose Diamonds and Classic Cars. Whilst the average lot value on Catawiki is modest we do frequently sell objects with a value above €100K, and incidentally sell objects with a value above €500K. This makes the payment challenge at hand very unique.

Catawiki has very challenging growth ambitions. Not only will this push our Payment setup to the limit, think about global pay-in and and pay-out coverage. Also we are driving our buyer and seller growth, by providing the best possible solutions for many different customers. Including a wide range of sellers, starting with the passionate enthusiasts who sell once in a blue moon to large commercial networks who have objects in auction everyday.

As we’re rapidly expanding, we’re looking for an experienced Senior Product Manager Payments to strengthen our team of high performing Product Managers, Engineers, Designers and Data Scientists.

Success in the role

Catawiki is focused on delivering the best customer support user experience that we can provide to our buyers and sellers, each with their distinct needs and challenges. Enhancing the customer support user experience within Catawiki forms the interesting area where we are both optimising for user delight on both buyer and seller side simultaneously, while at the same time also solving our own operational challenges. Balancing these goals is a complex challenge with a business critical impact on both our buyers and sellers. To be successful in this role you need to be a go-getter, who can embrace uncertainty and is not afraid to step into uncharted territory. We need you to uncover this complexity, we will do this step-by-step whilst always having the end goal in mind. We favor people who are humble, curious and confident, people who are as ambitious as Catawiki is and as passionate as our buyers and sellers.

Product challenges

As a Sr. PM TruSu at Catawiki, you will work with a multidisciplinary team within our Fulfillment vertical on the following:

  • Customer experience management: Enable Customer Support (CX) department to more effectively service our buyers and sellers while improving CSAT ratings
  • Market knowledge: Use knowledge on customer support industry best practices and trends to continuously optimise our customer support department (e.g. self-service tooling, large language model development etc)
  • Communication: Ensure ongoing alignment with CX department, C-level and other relevant stakeholders on this high priority topic
  • Analysis: Proficiency in data analysis to identify opportunities and areas for improvement in the customer support customer journey and underlying processes
  • Problem solving: Ability to quickly assess customer issues and come up with resolutions to ensure a positive customer support experience for our users
  • Team collaboration: Collaboration with cross functional teams such as Data Science, Customer Support Design and other internal departments
  • Adaptability: Flexibility to adapt to changing customer needs, business needs and changing technology
  • Leadership: Ability to inspire and motivate engineers and internal stakeholders to deliver on ambitious plans

What you’ll bring

In addition to your demonstrable experience as a Product Manager in a fast growing online company, you also have:

    • An interest and curiosity in the world of (online) auctions and/or being a passionate enthusiast in one of the areas Catawiki play.
    • Ability to pose probing questions to quickly and fully understand and structure the challenge at hand
    • Ability to converge on a vision, a plan or next steps quickly, even in the presence of conflicting views
    • Ability to substantiate any claim with relevant (data) inputs, and you can clearly communicate this to the relevant stakeholders
    • An intrinsic motivation to drive improvements and overcome resistance to change.
    • Familiarity with a/b experimentation; You’re aware that valuable information comes from both positive and negative results through experimentation.
    • Energy, a commercial focus, and a sense of urgency to everything you touch; You’re a self-motivated and results driven person who is not afraid to get their hands dirty to solve a problem.
    • experience as a Product Manager, ideally payments and/or commercially focused

Here’s what we can offer you

This is your chance to join our mission to fulfill people’s passions as part of a young and dynamic organization. You'll be part of an enthusiastic, highly motivated team of 800+ Catawikians.

Additionally, you can expect:

  • A challenging role in a diverse, international and fast-growing organisation with over 50 nationalities.
  • Regular fun activities both on and offline e.g summer parties, boat rides and regular team events.
  • Great secondary benefits including a holiday allowance and a fantastic pension plan paid for by Catawiki.
  • Hybrid ways of working between home and office. We offer remote and activity-based working, suited to the team and individual responsibilities
  • We care about our teams’ wellbeing and offer a holistic wellbeing programme including our Employee Assistance Programme offering clinical services, single-session therapy, wellness support and more.
  • Tailored learning and development opportunities to support your personal and professional growth;

We want to help you celebrate special occasions in life by:

  • Provide employees with a 100 EURO Catavoucher upon joining and 50 EURO birthday Catavouchers;
  • Extra days of annual leave for work anniversaries at 3, 5, 8 and 10 years;
  • Additional leave allowances for important life events such as moving, engagement & marriage;
  • Each year Catawikians get an additional day’s leave to Pursue their Passion!

Please note that our benefits offering changes depending on which country you are employed in. For our country-specific offering please ask your recruiter.

Our commitment to you

Catawiki’s eclectic team represents an international and intergenerational mix of people from different professional and cultural backgrounds. 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 the table.

Catawiki stands with Ukraine and encourages people displaced by the current conflict to apply. In addition to the several initiatives we’ve launched, we’re open to ideas on ways we can continue to support the humanitarian effort.

Our offices and way of working

We have sensational offices in Amsterdam, Groningen, Paris and our newest office in Lisbon. Most of our employees are within commutable distance of one of our office locations and enjoy a hybrid work model. This means we expect you to be in the office 2 out of 5 days, roughly 40% of your working time, to collaborate and connect with each other. The exception is of course, if the job description specifically states that the role is 100% remote, as some experts and sales positions are.

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 .

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 anyways. You may be just the right candidate for this or other roles.

Apply

Job Profile

Regions

Europe

Countries

Netherlands

Skills

Communication Customer Experience Management Data analysis Market knowledge Problem-solving Team Collaboration

Tasks
  • Analyze customer support data
  • Collaborate with cross functional teams
  • Enable Customer Support department
  • Optimize customer support processes
  • Resolve customer issues
Timezones

Europe/Amsterdam UTC+1