Senior Product Experience Executive

📍 Location: Athens, GR 🏢 Weekly office requirement: Hybrid – 1 day/week 💼 Employment type: Permanent, employee, full-time 🕐 Working hours: 11:30–19:30, 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 our Senior Product Experience Executive, you'll be a senior point of expertise for the clients and internal stakeholders who rely on our data, platforms and API products — combining hands-on support with a strategic focus on operational excellence. A few things you'll be responsible for: 👉 Own the support queue across live chat and ticketing, resolving complex, high-priority issues and acting as the key escalation point for the team. 👉 Guide and support Product Experience Executives across your location, helping maintain consistent, high-quality standards across every interaction. 👉 Monitor the queue for best practice, spot inefficiencies and recurring problems, and work cross-functionally to fix them at the root. 👉 Report on support trends across clients, verticals and products, turning patterns into insights that inform the wider business. 👉 Build and drive adoption of self-serve resources and processes that cut friction for users and reduce support volume over time. 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, with working knowledge of REST API principles. 👉 Confident acting as an escalation point and informal mentor for colleagues, setting the standard for quality and consistency across the team. 👉 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 inefficiencies, and driving scalable fixes cross-functionally. 👉 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 to resolve issues and shape improvements. 👉 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 “wo…