Ferryhopper is an online travel company based in Athens, Greece. We specialise in ferry ticket sales, powered by our in-house search engine which compares ferry ticket prices and itineraries across 10 different countries, including Greece, Italy, Spain, and Turkey.
Ferryhopper has revolutionised the online ferry ticket booking process by simplifying all the complexities of ferry ticket selection: from itineraries to seats, cabins to motorbikes, and campervans to foot-passenger tickets.
We relentlessly thrive for improvements in our products and the services that we provide to our users. In this respect we are looking for a Product Owner - Support Tools who will be responsible for all the internal tools used by the Ferryhopper Customer Support Team. We value people who enjoy analyzing needs, spotting opportunities and providing solutions even to problems that are not yet fully defined.
As the owner of the tools used by the whole Customer Support team, your role will be critical in enabling this team to provide the best-in-industry support that is expected from them. After gaining a deep understanding of the teams’ current work practices, you will imagine, test, and implement high impact incremental improvements. These will include a combination of both home-made products which will need design and ownership through the development process, and external off-the-shelf products which will need careful selection and integration.
As the ideal candidate, you will have previous experience in product ownership and management, and you would also have been exposed to the basic principles of the customer support industry. Most importantly though, you can show an ability to become obsessive about the details that matter, those that will enable your users to improve the efficiency and quality of the support experience they provide.
Explore customer support agents needs and receive feedback;
Understand and extract customer needs from input coming to customer support;
Collaborate with stakeholders within the company to understand their needs;
Work side-by-side with our developers and designers;
Interact and with external software providers to coordinate the deployment of their systems within Ferryhopper;
Participate and contribute to regular Customer Support coordination meetings;
Prioritise projects and set goals aligned with the product strategy;
Own the product roadmap for the Customer Support team;
Break down complex ideas into executable features and priorities;
Define the MVP of each feature and prioritise the issues respectively;
Produce detailed and clear specifications for new product features, appropriately comprehensible by the engineering teams.
Ensure the quality of the feature to be released, through a systematic testing and user feedback system;
Measure the success and usage of the features and ensure their constant improvement.
A previous experience in digital product management;
Comfort with transforming vague ideas into clear actions;
A sharp, analytical mind: your decisions are data-driven and supported by the data that you have researched and collected;
Understanding fundamental design and usability principles behind a scalable application;
Basic understanding and ready to dive into an environment of lean product development and agile engineering methodologies such as Scrum and/or Kanban;
Familiarity with project / task management tools (Youtrack, JIRA, Trello, Asana, etc.);
Great communication and organisational skills; you will be functioning in an international environment.
Nice to have:
Studies in the field of Engineering, Information Technology, Management of Digital Products or Product Design;
Prior exposure to a Customer Support team;
The health of our company and the success of our products is directly related to the health of our team and the work environment we create for ourselves. With this in mind, we strive to provide an inclusive and positive working environment. In this respect, we offer:
Training and educational budget throughout the year
Quick professional development
Work in a collaborative and dynamic environment of young people
Ferryhopper is an equal opportunity employer that welcomes diversity and is committed to inclusion in the workplace. We do not accept discrimination and harassment of any kind. This policy applies to all employment practices within our company.