The posting
About The Role
We’re looking for a Product Engineer for Customer Care: a product person with real technical depth and an AI-first mindset, who wants to build our customer-facing support systems with us, not just run them. You’ll own all of Customer Care’s conversational systems: the chatbot today and voice/phone support next.
Your primary focus is product: identifying problems worth solving, shaping solutions, and driving them from 0 to 1. You understand architecture, you’ve written code, you know how databases work, and you speak engineering fluently. AI is not a feature we’re adding, it’s how we work and how we build. Think 70% product, 30% engineer, 100% accountable for results. You set the direction, you write the spec, and you can also get into the build and ship the fix yourself.
Your Mission
- Own 0-to-1 development of Customer Care conversational systems (chat, voice/phone, knowledge base, tool integrations): decide what to build, why, and how to measure success, from discovery to launch to iteration.
- Design with engineers how the bot is built: agents, routing, tools, internal-system actions, handoff; understand architectural trade-offs and unblock technical decisions.
- Work independently: research the problem in the data yourself, prototype a fix with AI tools, test it on real conversations, and prove it works, then scale it with engineering or open the PR yourself.
- Write, test, and iterate prompts, skills, and knowledge so the bot answers correctly, acts safely, and sounds like us; build evals that catch regressions before every release.
- Run A/B tests of models, prompts and flows, define success metrics upfront, and shut down what doesn't work.
- Scale self-service via AI and automation, deflection up and cost-to-serve down without hurting CSAT; define “resolved” and “valid handoff” and monitor KPIs (deflection, handoff reasons, resolution quality, CSAT, handling time, cost per conversation).
- Write product specs and briefs engineers actually want to read: clear, technical, and opinionated.
- Challenge the rules around the bot, not just the bot: when escalation policies, back-office processes or missing tools block resolution, build the case and get them changed.
- Prioritise ruthlessly and collaborate with Engineering, Design, Analytics, QA, Operations, and business owners to ship every release.
Your Profile
Essential
- 4+ years in product management, product engineering, or a similar role with strong technical involvement, including meaningful hands-on experience applying LLMs / agentic AI to real products.
- Proven track record of taking ideas from 0 to a live product with real users.
- AI-native way of working: you use LLMs, vibe coding, and AI agents daily to move faster and validate ideas. This isn’t optional, it’s core to how we expect you to operate.
- You know at least one programming language well enough to build things yourself (Python or similar), and you’re comfortable with git, databases, and evaluating system architecture.
- Strong analytical skills: comfortable with data, metrics, and decisions under uncertainty.
- Clear communicator in English: you explain technical decisions to non-technical stakeholders and write specs engineers respect.
- Self-directed: you don’t wait for someone to tell you what matters.
- Degree in Computer Science, Software Engineering, or equivalent practical experience.
Desired
- Background in customer support, conversation design, product, or prompt engineering. What you’ve built matters more than the title.
- Side projects with LLM APIs, agents, or automation. Show us.
- Fintech or banking support: cards, transfers, chargebacks, KYC/AML restrictions, account closure.
- Experience with LLM observability tools (Langfuse or similar) and helpdesk platforms (Kustomer, Zendesk).
- Voice/telephony stacks (STT, TTS, turn detection) for phone support.
Why Join Vivid?
- We have a hybrid model in our offices, or fully remote outside office locations.
- We support relocation to Cyprus (visa, package) when needed.
- AI-first culture – we use it every day, not just talk about it.
- Learning & development budget to support your professional growth.
- Fully paid vacation and sick leave.
- Sports compensation.
- Real growth prospects, significant responsibility, and the ability to make an immediate impact from day one.
Compensation range
Final compensation is determined individually, based on your experience, skills and the scope of the role, assessed against objective, gender-neutral criteria.
About Vivid
At Vivid, we're on a mission to change how businesses and individuals manage their money across Europe. For businesses, we build tools that actually make a difference: multi-IBAN accounts, high-yield savings, business cashback, team cards, and accounting integrations that save real time — all in one place. And for individuals, we offer a simple way to manage and grow your wealth: access to global stocks, ETFs and 150+ cryptocurrencies, cashback, and personalised financial insights.
Our mission? Your success. Everyone deserves the chance to see their finances flourish, and we're dedicated to empowering our customers to make this a reality.
Founded in 2019 in Berlin by Alexander Emeshev and Artem Iamanov, Vivid has quickly grown into one of Germany's top financial platforms for SMEs and private accounts. Since then, we've expanded rapidly across Europe, earning the trust of over 500,000 customers — and with over €200 million raised and a valuation of €775 million, we're just getting started.
We're building Vivid as an AI-native organization — across every function, from product to compliance to operations. Automation handles a growing share of day-to-day execution. For us, this means our teams can focus on architecture, strategy, and high-impact decision-making. This changes how we work: less manual execution, more ownership in building systems that scale. We want to help define what AI-native looks like in a regulated financial environment — and we're looking for people who want to build that future with us.
