Senior Product Owner, Support Platform & AI

ABOUT JIMDO

We exist to unleash the power of the self-employed - helping solopreneurs and micro-businesses thrive by doing what they're passionate about and removing the complexity of building lasting, successful businesses.

Jimdo started in 2007 when three school friends built a website builder in a Northern German farmhouse to help everyone build a presence online. Today, we're a profitable, remote-first company with 220+ people from 50+ nationalities working across 15+ countries. We've helped build over 36 million websites to get online across the world.

We're more than just a website builder. We're an AI-powered platform that helps self-employed people actually run and build successful businesses — from getting found online, winning customers and running their business with a peace of mind by knowing exactly what to do next to move forward.

At the heart of Jimdo is a strong belief in personalized, data-driven guidance. Our platform combines design, business tools, and an AI-powered core that turns real customer data into clear insights and next steps helping our customers focus on what moves their business forward.

ROLE OVERVIEW

At Jimdo, we think the best support is the one a customer never needs. When our customers, self-employed people and small business owners, do need help, it should come fast: from self-service and AI first, and from a person when that's what the case needs.

We're bringing our support tooling, Zendesk, chatbots and AI work together into one team with one backlog and one roadmap. As Senior Product Owner, you'll lead that team and own the outcome: more questions answered by AI, faster help, lower cost to serve, and customers who still trust us.

You'll also shape where this goes next. Over the next couple of years AI will handle more and more first-line support, and you'll decide how the work is split between AI and people, and build the platform around it.

THE TEAM AND WHO YOU'LL WORK WITH

You'll report to the Head of Customer Support Services and join CSS, our support organisation.

You'll lead a small team of Zendesk and AI specialists and work day to day with the engineers who build our support tools.

You'll work closely with our knowledge and readiness team, support agents and team leads, product teams, our Company AI team, Data & Analytics, and our support and AI vendors.

WHAT YOU'LL BE DOING:

• Set the vision for our support platform and AI with the Head of CSS, and turn it into a roadmap, a business case and results.
• Lead, coach and grow your team, and bring specialists and engineers together around one backlog and clear quarterly outcomes.
• Own how well our chatbot, Zendesk AI agents and Copilot perform: define what a good AI answer is, measure it, and switch off what doesn't help customers.
• Improve routing, user identification and self-service entry points so customers get to the right answer faster.
• Spend real time with customers and support agents: read tickets, listen to chats, see where people get stuck.
• Build a written case for every bigger piece of work, own the cost to serve, and check results against your forecast.
• Turn what you learn in support into evidence that helps product teams fix problems at the source.

YOUR FIRST MONTHS

• After 3 months: your team works from one backlog and one outcome roadmap, and the quality bar for AI answers is agreed.
• After 6 months: you've delivered and reported your first quarterly outcome, including how AI resolution compares with your forecast.

WHAT YOU BRING TO THE TABLE

• 5+ years as a Product Owner or Product Manager, ideally including support, CX, service or internal platform products.
• You've shipped AI or chatbot features in production and can name the metric you moved, the baseline and the result.
• You explain product decisions in commercial terms: cost, savings, effect, and what you learned when a forecast was wrong.
• You've managed people and led people who didn't report to you, ideally across departments.
• You do your own analysis with SQL or BI tools, and design and read experiments without waiting for an analyst.
• A clear point of view on what a good support experience is, and fluent English for everyday work.

NICE TO HAVE

• Hands-on experience with Zendesk (or a similar tool such as Intercom or Salesforce Service Cloud), including AI agents, routing and automations.
• Experience using support insights to change a product team's roadmap.
• German language skills.

WHAT WE OFFER:

Inspiring Mission: At our core, we are driven by a meaningful mission - to  empower solopreneurs and small businesses to succeed and  to contribute to the sustainability and vibrancy of the communities they serve.

Flexibility and Trust: Our work environment thrives on flexibility and trust. We offer fully remote work set-up  with opportunities for in-person collaboration. You can manage your working hours flexibly because we prioritize the results you …