(Senior) Product Experience Executive

Weekly office requirement : Hybrid, 1 day/week
Employment type : Permanent
Working Hours : 09.30 AM - 17.30 PM Athens time
Seniority level: Mid-Senior
Language: All stages of the recruitment process will be conducted in English

At GWI we're always looking for extraordinary people who thrive on making an extraordinary impact. Right now we're looking for a ( Senior) Product Experience Executive to play a key role in our Product team in Athens . If that's you, and making a difference gets you out of bed in the morning, keep reading. It could be the start of something, well, extraordinary.

Sounds great, what will I be doing?

As a Product Experience Executive / Senior Product Experience Executive, you'll act as a point of expertise for both external clients and internal stakeholders using our data, platforms and API products. You'll play a critical role in ensuring the smooth and effective operation of the support queue. Beyond reactive support, you'll have a strong strategic focus on continuous improvement and operational excellence: owning internal and external documentation and working with cross-functional teams to improve the product experience and support processes.

A few things you'll be responsible for:

You'll handle incoming queries across live chat and ticketing channels, troubleshooting issues, managing user administration, joining client calls and escalating to leadership and other teams where needed.

You’ll create, maintain and drive the adoption of our self-serve support resources, including our public Help Center and documentation that powers our AI support, to reduce friction for users and improve overall support efficiency.

You'll actively monitor the support queue to spot inefficiencies and recurring problem areas, and work cross-functionally to implement scalable solutions.

You’ll proactively report on support trends across clients, verticals, and products, surfacing insights that inform broader business decisions.

If you’re joining as a Senior Product Experience executive, you’ll act as a senior presence within your location, supporting Product Experience Executives in maintaining high standards of service and ensuring best practices are followed.

What do I need to bring with me?

You'll need to be able to demonstrate the core skills this role requires. You don't have to tick all the boxes right away; the important thing is that you're willing to learn. Here's what the team will be looking for in you:

Tech savvy and data literate : You bring previous experience working with APIs, consumer data and SaaS platforms.

Problem-solving and investigative thinking: You efficiently diagnose and resolve user issues, connecting the dots to find root causes and scalable solutions that minimize disruption for clients.

Clear communication and self-serve content: You translate technical concepts into actionable guidance for a range of users, and create self-serve documentation that reduces repeat queries.

Ownership and accountability: You take responsibility for managing and resolving queries end-to-end, escalating to the relevant teams, joining customer-facing calls when needed and ensuring nothing falls through the cracks.

Eye for detail: You accurately manage user setup, permissions and access, and spot issues early when testing new features.

Analytical mindset and continuous improvement mentality: You proactively identify recurring issues and inefficiencies, and collaborate cross-functionally to implement scalable solutions that reduce support volume.

Stakeholder collaboration and influence: You partner with Product, Technology, Research, Revenue and Product Marketing teams to resolve issues and contribute to broader product and experience improvements.

Customer-centric thinking: You maintain a strong focus on client outcomes, ensuring support interactions drive value, build trust, and improve overall satisfaction.

Familiarity with data: Previous experience with survey-derived market research data and the tools used to analyze it (e.g. crosstabs) will help you hit the ground running.

Equally important is attitude. We want people who think big (to make an impact), ask why (to find a better way), and show respect (to everyone, at every level, all the time). Those are our values, and they're a big part of what we're looking for in you.

What We Offer

At GWI, you’ll find meaningful work, visible impact, and a culture that empowers you to do your best. Our package includes:

• Time to recharge – 25 days’ annual leave and office closures over the holidays.
• Health & wellbeing – Private insurance for you and your family, plus mental and physical wellbeing support.
• Financial benefits – Competitive salary, reward and recognition programs, and payroll giving options.
• Flexibility & balance – Flexitime, early Friday finishes, work-from-anywhere freedom, and a “work from home” budget.
• Family first – Enhanced parental leave and carer …