Principal Product Manager

Location : We are flexible! Come and join us either in Barcelona, Hamburg or Berlin.

We are looking for someone who is passionate about creating seamless customer experiences and leveraging (generative) AI to solve user problems! As the (Senior) Product Manager for our Customer Care Automation team, you’ll be at the forefront of redefining how riders and drivers experience support in our Rider and Driver app. Additionally, you will work on key internal tools such as the Driver Management System, Booking Management System, and Passenger Management System, contributing to the development of the products that drive our business operations.

We are on an ambitious journey to automate >

90% of incoming contacts from drivers, riders, and fleet owners. This will enable our customer care agents to focus on the most critical cases and users. At the same time, we are committed to ensuring that the app and support experience for our users is seamless, instant, intuitive and high quality.

Examples of support cases we aim to automate include :

• Riders disputing cancellation fees they believe are unfair.
• Refund requests due to higher-than-expected trip prices.
• Inquiries about lost items left in a vehicle.
• Drivers seeking clarity about their earnings or disputing them.
• Drivers checking the status of uploaded documents for verification.

This role offers the opportunity to shape the future of customer care by blending the use of internal rules and data, and AI with user-first design, driving both efficiency and satisfaction.

YOUR DAILY ADVENTURES WILL INCLUDE :

TO BE SUCCESSFUL IN THIS ROLE :

BENEFITS & PERKS IN A NUTSHELL :

DIVERSITY, EQUITY & INCLUSION :

FREE NOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.

We want you to grow and evolve, bring your true self to work .

SEE WHAT OUR AWESOME COLLEAGUES SAY ABOUT US : Apply for this job

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