Joom is a global cross-border marketplace where millions can find anything they want at fair prices. Joom helps consumers to make shopping easy and entertaining and provides access to interesting and unique goods from around the world.

Joom is one of the key businesses of Joom Group, an international group of tech-centric group of e-commerce companies founded in 2016 in Latvia. Joom Group also includes other businesses: JoomPro, the first and only end-to-end cross-border B2B marketplace; JoomPulse, an AI analytics tool for Mercado Livre sellers; and Onfy, a pharmaceutical marketplace in Germany. Joom Group has offices in Latvia, China, Germany, and Brazil, with its headquarters in Lisbon, Portugal. We work as one international team, sharing knowledge and collaborating across countries, businesses and products.

We are looking for a Product Manager to join our Merchant Services team to build the self-service experience for merchants — reducing friction and support dependency across key seller workflows. You will start by auditing our merchant support operations and identifying where to invest in product improvements. As part of the broader Merchant Services team, you will also contribute to merchant onboarding and product listing initiatives. You will report to the Head of Merchant Services.

Responsibilities

• Audit merchant support operations: top request categories, cost, root causes, and product potential
• Assess which issues should be automated, addressed through process improvements, or deprioritized
• Prioritize product features together with the support team, backed by data
• Build and own the merchant self-service platform so merchants can resolve most issues without contacting support
• Contribute to merchant onboarding and product listing improvements as part of the broader team effort
• Set up and track key metrics: self-service rate, merchant satisfaction