Product Experience Executive

📍 Location: Athens, GR 🏢 Weekly office requirement: Hybrid – 1 day/week 💼 Employment type: Permanent, employee, full-time 🪜 Seniority level: Mid 🌐 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 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 our Product Experience Executive, you'll be a frontline representative of the product, delivering a seamless support experience for the clients and internal stakeholders who rely on our data, platforms and API products. A few things you'll be responsible for: 👉 Handle incoming queries across live chat and ticketing, troubleshoot issues, manage user administration, and escalate more complex cases when needed. 👉 Combine strong technical product knowledge with clear communication to resolve issues efficiently and maintain a high standard of support. 👉 Help build and maintain Help Center content, enhance in-platform guidance like tooltips, and contribute to AI-driven support initiatives that let users find answers independently. 👉 Surface recurring issues and insights from support interactions, helping shape product improvements and a smoother user journey — working closely with Product, Research, Technology and Product Marketing. It's also fun; shaking things up is what working for GWI is all about. You'll need to be flexible, comfortable with continuous change, and working in a high-tempo environment. 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: 👉 Hands-on experience with APIs, data integrations and SaaS platforms. 👉 Sharp problem-solving instincts — you diagnose and resolve issues fast across chat and ticketing, minimising disruption for clients. 👉 Full ownership mindset: you see queries through end-to-end, escalate when needed, and make sure nothing falls through the cracks. 👉 An analytical eye for patterns — spotting recurring issues and translating them into fixes stakeholders can act on. 👉 Meticulous attention to detail, especially around user setup, permissions and access. 👉 Clear communicator who can turn technical concepts into simple, actionable guidance for any audience. 👉 Comfortable partnering across Product, Technology, Research and Product Marketing teams. 👉 A customer-first mindset, with familiarity with survey-derived market research data and tools like crosstabs a strong plus. 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 days so you can prioritise what matters most. Career growth – Accredited learning, a generous training budget, and a fully paid international conference each year for Engineering and Data Science roles. Community & impact – DE&I committee, volunteering opportunities,…