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,

📌 Product Engineer (España)
🏢 Vivid Money
📍 España