Associate Product Owner

About Us

We are creating a next-generation neobank that securely combines crypto, banking, and investments in a single platform. From multi-currency accounts and seamless payments to digital assets, staking, and access to global markets, we empower individuals and businesses to manage money with confidence. With 50+ experts across Kyiv, Vilnius, and Dubai, our team is dedicated to building a trusted bridge between traditional finance and the digital future.

We are looking for an Associate/Junior Business Analyst/Associate Product Owner to help shaping, designing and scaling our customer support squad, making customer engagement a core differentiator of our next-generation neobank. You will be responsible for supporting the development of customer-centric features and customer experience across fintech products in multiple regions.

Day-to-Day Responsibilities

• Support the Product Manager in shaping and delivering the Customer Support strategy across fintech products.
• Conduct research tasks related to customer journey mapping, agent efficiency, and self-service effectiveness—including sourcing, analyzing, and structuring customer feedback data for feature prioritization.
• Deep-dive into user stories drafted by the PM: validate requirements, refine acceptance criteria, and ensure clarity for development teams.
• Maintain the product backlog in Jira, manage sprint tasks, and support cross-functional coordination.
• Prepare structured documentation, customer flow diagrams, meeting notes, and visual diagrams to support clear communication within the team.
• Assist developers and Customer Support teams with operational questions and contribute to continuous documentation updates in Confluence.
• Perform lightweight data and market research, help PM with fulfilling input research data for deep diving, do competitive research on best-in-class support tools and practices to improve product decisions.
• Collaborate with engineering teams and Support Operations to translate business needs into technical tasks.

Requirements

• 1-2 years of experience as an Associate Product Manager/Business Analyst, Product Owner, or Product Coordinator, preferably in fintech, SaaS Customer Support platforms, or tech-driven products.
• Solid understanding of omnichannel support fundamentals—ticket deflection, agent routing, and SLA considerations.
• Awareness of customer data privacy regulations in Europe (e.g., GDPR).
• Strong analytical and organizational skills—ability to handle multiple research and documentation tasks simultaneously.
• Proficiency in data representation and interpreting customer feedback/metrics.
• Experience creating visual artifacts (diagrams, flow charts).
• Hands-on experience with bug tracking and requirements management tools like Jira/Confluence.
• Familiarity with Agile delivery processes, backlog management, and user story documentation.
• Excellent written and verbal communication skills in English (at least B1).
• Product-oriented mindset with attention to detail and a structured approach to problem solving.

Nice to Have

• Prior experience with Zendesk, Salesforce Service Cloud, or similar customer service management systems.
• Hands-on use of automation tools (e.g., Intercom, conversational AI bots) in workflow automation.
• Basic knowledge of SQL or data visualization tools for inspecting customer support metrics.

Start-up benefits:

• Competitive compensation
• Flexible working hours and remote-first culture
• 24 vacation days + paid sick leave
• Learning budget and career development opportunities
• Be part of successful next-generation prestigious neobank