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Product Experience Manager (AI & Operations)
Full-time
Embat is one of the fastest-growing FinTech scale-ups in Europe, providing the financial operating system for mid-market and enterprise companies. The Customer Experience function is evolving into a more technical, product-focused role that leverages Artificial Intelligence as its primary lever for scale.
We are looking for a Product Experience Manager to manage a talented team while acting as the architect of an AI-driven incident resolution system. Your goal is to ensure support capacity scales efficiently, moving from a 1:100 agent-to-client ratio to a 1:200 ratio, without compromising the sophisticated quality required in a complex B2B SaaS environment.
What you'll do
Lead and develop: Manage a high-performing Customer Experience team, focusing on 1-to-1s, training, and professional growth.
Architect AI systems: Design and implement AI-driven processes to transform how incidents are resolved, moving away from manual-heavy workflows.
Stay hands-on: Spend 30-40% of your time directly resolving customer support tickets to deeply understand product complexity before automating it.
Scale the function: Transform customer support into a technical, product-focused operation that can scale as the business grows.
Collaborate with Product: Act as a bridge between customers and the Product team to prioritize ticket resolution and improve product quality.
Who we're looking for
Experienced manager: 2-3+ years successfully managing teams; this is the highest priority.
AI practitioner: Hands-on with AI, applying it to solve real business problems, not just managing it from a distance.
B2B SaaS specialist: You understand that B2B support involves higher complexity and more nuanced problem-solving than B2C.
Spanish & English: Full professional proficiency in both is mandatory.
Strategic thinker: Background in systems thinking or consulting is highly valued to build processes from scratch.
Familiarity with the fintech or financial domain is a significant plus.
