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 EnglishAt 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 eve...