Principal Product Manager – Customer Service

Location: Lisbon, Portugal 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, more than 100,000 unique items are auctioned, all carefully curated by our passionate in-house experts. Having sold over 25 million unique objects, our mission is to become the world’s most popular destination for special objects. As a growing, diverse and sustainable scale-up, we proudly live by three core values. If these values resonate with you, we’d love to explore how you can join us. Taking ownership and driving impact Being open to change and feedback Being passionate about our mission and our customers. Your mission I’m Daniel Alonso and I recently joined as CPO at Catawiki, and I previously was CPO at Glovo. My mandate is to 10x Catawiki. For that, we are 10 Product Managers in the team, meaning every individual drives no less than 10% of our platform’s evolution. I am looking for a Principal Product Manager to lead the entire Customer Service. You will report to me and will have 1 PM directly reporting to you. We have many App reviews and Trustpilot reviews complaining about Customer Service and we want to solve that. At the same time we want to reduce the costs of tackling customer contacts. So, in summary the mission is simple: Provide response to our users (Buyers and Sellers) while lowering the costs. To achieve this, AI is your best friend. My expectation of you is that you are obsessed with the metric and the target we define every semester. From there, you have autonomy to determine the best set of initiatives to achieve it. The three core characteristics, I am looking for in this role are: Self-aware: I do not ask anyone to be perfect, but it is very important to me that you are self-aware of your weaknesses and humble enough to admit when something does not meet the bar. High IQ: The problem space requires deep thinking and I expect you to be able to come up with robust solutions to problems Strong communications: There are multiple stakeholders to manage, from engineering to data to the actual CS department. Hence, it is important that you are sharp in oral and written communications I take for granted that you have 5+ years of product management experience at a high stakes role. The role is based in Lisbon and is hybrid, 2 mandatory days in the office. Why You'll Love Working with Us Create a visible impact by working at scale in a global organisation serving millions of customers across 80+ categories. In our flat structure, every role has a broad scope and directly impacts both our customers and the business. Learn and grow through our Learning & Development initiatives, including clear development plans and mentorship programmes to support your career progression. A culture of connection defines us . We’re a passionate, diverse team of 800+ Catawikians representing 60+ nationalities. We foster an inclusive and queer-friendly environment where everyone is encouraged to bring their full self to work. Celebrate life’s moments with us. You’ll receive a €100 Catavoucher when you join, a €50 Catavoucher on your birthday, and an extra day off each year to “Pursue Your Passion ” . We also offer additional leave for key work anniversaries and important life events. Benefits may vary by location. Our Offices and Way of Working Our vibrant offices in Amsterdam and Lisbon are designed to inspire collaboration. Most Catawikians operate in a hybrid setup, combining office-based and remote work, with a minimum of two days per week in the office, unless a role is explicitly stated as fully remote or fully office-based. Interested? Apply with an English CV and Cover Letter. By applying, you agree to Catawiki’s Applicant Privacy Policy. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply anyway. You may be just the right candidate for this or other roles. We may use artificial intelligence (AI) tools to support the review of your application. AI may help us assess how your experience matches the requirements of the role, but hiring decisions are always made by our recruitment team