Senior Product Designer (Customer Success) (f/m/x)

About the role

Founded in 2017, refurbed is Europe’s fastest-growing marketplace for refurbished products, active in 23 European countries and having surpassed €2Bn in GMV — all while being profitable. With beautiful headquarters in Vienna, we operate as a remote-first company and have been recognised as a Top DACH Employer by Kununu for three consecutive years.

Our mission is to make sustainable consumption the easy choice by enabling customers to buy products up to 40% cheaper while significantly reducing CO₂ emissions.

If you thrive in an environment that values momentum, ownership, and impact, you’ll feel at home here. We’re a fast-paced, high-performance team that works hard and challenges itself everyday. To enable this high-performance every team member enjoys full autonomy over their location (we’re remote-first).

We're looking for a Senior Product Designer to shape the future of post-purchase experience at refurbed: everything from delivery, to returns, repairs and replacements, to how customers get support when something goes wrong.

Customer service at refurbed is changing fast. We're moving from reactive ticket handling toward a proactive, AI-augmented support experience that customers trust and even enjoy. You'll bring the design perspective to that shift over the next several years, working across a complex space with sellers, carriers, and service partners all playing a role.

This is not a role for polishing individual screens. Day-to-day execution happens within squads you collaborate closely with. Your job is the bigger picture: spotting the big bets worth making, and making sure the experience holds together as one journey.

WHO YOU ARE

• You have 5+ years of experience designing intuitive digital products. You've owned meaningful parts of a product experience, not just contributed screens to someone else's plan.

• You've worked in ambiguous spaces before. You're used to starting small, testing an idea before committing to it, and iterating your way to bigger outcomes rather than waiting for a fully scoped brief.

• You use AI to make your own work sharper and faster. You stay close to the fast-moving AI space, and you actively look for new ways of working that raise the quality and speed of what you produce. This isn't a checkbox skill, it's part of how you operate.

• You've designed across systems or partners you didn't control. Maybe that meant other companies, other teams, or legacy systems you couldn't rebuild. You know how to create something coherent for the user despite that complexity.

• You've challenged an established process or constraint when it got in the way of the customer, and you know which constraints are worth pushing on and which ones you need to work within for now.

• You've used data or research to test your own assumptions, not just to confirm the direction you already wanted to go.

• You've presented and defended design decisions to people who pushed back, and revised your thinking when the feedback was right.

• You've worked closely with product and engineering as an equal partner, not as a downstream design resource waiting for requirements.

Bonus, not a must: experience designing for customer support, post-purchase, or ecommerce. An even bigger bonus: you've designed AI-assisted or conversational product experiences. Few people have, but if you have, we want to talk to you.

Location & eligibility: This role is open to candidates based in Europe (including UK) only with a valid right to work.

WHAT YOU'LL DO

• You shape the end-to-end delivery and post-purchase experience: from tracking and delivery actions customers take themselves, to how issues get resolved (returns, replacements, repairs) and how support works when a customer needs help.

• You own the UX of our AI-augmented support experience: the look, feel, and end-to-end experience across conversational and human touchpoints, as our support model evolves over the next several years.

• You help decide which problems in this space are worth solving next, backed by evidence and real customer understanding, rather than picking up pre-scoped tickets.

• You work closely with peers across squads to keep the experience coherent. Different teams own different parts of this journey. You make sure it still feels like one relationship with refurbed from the customer's side.

• You shape how customers, sellers, carriers, and service partners interact within the experience, balancing customer needs with what's realistic for each partner to deliver.

WHY YOU WILL ENJOY WORKING WITH US:

Our Culture and Values:

• Decisions should be made based on facts and not by hierarchy levels? We sure think so!

• We embrace giving and receiving feedback, testing and welcoming new ideas, as well as sharing our knowledge across the company.

• You fail sometimes? Well, so do we! We’re all just human, let’s learn from our mistakes to improve in the future!

• No matter who you love, where you’re from, who you pray to, whether you pee sitting down or standing up – we are a bunch of talented people who enjoy spending our time making a difference!

Personal & Professional Development:

• You'll have access to a dedicated learning budget within your department to support your growth, whether it's courses, conferences, or other learning opportunities that matter to you.

• We partner with Likeminded, offering you private sessions with experts for your personal growth and mental health.

• We frequently host internal workshops, allowing our teams to further develop their skills in different areas and enhancing collaboration across departments.

Flexibility:

• We care about a healthy work/life balance. We not only function and support a fully remote setting but also offer the possibility to work from our beautiful office in the vibrant heart of Vienna – we love dogs, so feel free to bring your furry little buddy too

• We trust you to do the best job, so we don't care so much when you do it – you are able to self-organize.

• You will also be invited to take part in our office weeks, happening three times a year, where you will have the chance to work side by side with your colleagues and enjoy the team-building events and on-site workshops

…and much more! See https://careers.refurbed.com/ for further insights!

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