Senior Product Manager, Customer Support

San Francisco, CA
30+ days ago

Job Description

Company Description

Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, and—most importantly—affordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market.

We're fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If you’ve been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place.

Our team is small and nimble. We cultivate an environment for smart, driven innovators to thrive.

Job Description

What You'll Do:

  • Build consumer facing and agent support features to improve Wish’s relationships with our customers

  • Drive consumer facing customer support and CS and Fraud agent tooling strategy that retain customers on Wish and control business costs

  • Define, release, and analyze A/B experiments to test the success of new features

  • Work with designers to develop wireframes, mockups, prototypes, and user interaction diagrams for new features

  • Work alongside engineering, design and analytics teams to define, drive and deliver impactful results to support customer retention

  • Define and analyze key success metrics for your product area that measure the value and success of your products

  • Coordinate and manage tradeoffs between engineering and design to ensure timely releases while delivering impactful results to support business growth

  • Be intensely data-driven in prioritizing and evaluating the results of all work

  • Regularly communicate with stakeholders on project milestones

  • Be intensely business outcome driven

#LI-BD1 #remote


  • Passionate about customer support and internal tooling

  • Strong quantitative analysis skills and a data-driven approach to problem-solving

  • Ability to deep dive and solve problems at their core

  • Experience product managing operational or support features

  • Ability to think strategically, creatively, and at scale

  • Passionate can-do attitude. Not afraid to try, learn, and improve, ability to work in a fast-paced team environment.

  • Solution-oriented, highly-motivated and proactive self-starter

  • Bachelor’s degree or higher required

  • 3-7+ years of experience in product management

Preferred Qualifications:

  • Startup experience

  • 1-2+ years of experience in Support or Operations

  • A pro at project and stakeholder management

Additional Information

Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Individuals applying for positions at Wish, including California residents, can see our privacy policy here.


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