Senior Product Owner, Support Platform & AI

About Jimdo We exist to unleash the power of the self-employed - helping solopreneurs and micro-businesses thrive by doing what they're passionate about and removing the complexity of building lasting, successful businesses. Jimdo started in 2007 when three school friends built a website builder in a Northern German farmhouse to help everyone build a presence online. Today, we're a profitable, remote-first company with 220+ people from 50+ nationalities working across 15+ countries. We've helped build over 36 million websites to get online across the world. We're more than just a website builder. We're an AI-powered platform that helps self-employed people actually run and build successful businesses — from getting found online, winning customers and running their business with a peace of mind by knowing exactly what to do next to move forward. At the heart of Jimdo is a strong belief in personalized, data-driven guidance. Our platform combines design, business tools, and an AI-powered core that turns real customer data into clear insights and next steps helping our customers focus on what moves their business forward. Role Overview At Jimdo, we think the best support is the one a customer never needs. When our customers, self-employed people and small business owners, do need help, it should come fast: from self-service and AI first, and from a person when that's what the case needs. We're bringing our support tooling, Zendesk, chatbots and AI work together into one team with one backlog and one roadmap. As Senior Product Owner, you'll lead that team and own the outcome: more questions answered by AI, faster help, lower cost to serve, and customers who still trust us. You'll also shape where this goes next. Over the next couple of years AI will handle more and more first-line support, and you'll decide how the work is split between AI and people, and build the platform around it. The team and who you'll work with You'll report to the Head of Customer Support Services and join CSS, our support organisation. You'll lead a small team of Zendesk and AI specialists and work day to day with the engineers who build our support tools. You'll work closely with our knowledge and readiness team, support agents and team leads, product teams, our Company AI team, Data & Analytics, and our support and AI vendors. What you'll be doing: Set the vision for our support platform and AI with the Head of CSS, and turn it into a roadmap, a business case and results. Lead, coach and grow your team, and bring specialists and engineers together around one backlog and clear quarterly outcomes. Own how well our chatbot, Zendesk AI agents and Copilot perform: define what a good AI answer is, measure it, and switch off what doesn't help customers. Improve routing, user identification and self-service entry points so customers get to the right answer faster. Spend real time with customers and support agents: read tickets, listen to chats, see where people get stuck. Buil