Application Guide

How to Apply for Group Product Manager, Customer Success

at TIER Mobility

🏢 About TIER Mobility

TIER Mobility is a leading European micro-mobility provider focused on reducing urban car dependence through shared electric vehicles, with a strong commitment to sustainability and climate neutrality. Unlike competitors, TIER emphasizes vehicle safety, swappable batteries, and integration with public transport systems. Working here means contributing directly to transforming urban mobility while being part of a mission-driven company that prioritizes environmental impact.

About This Role

As Group Product Manager for Customer Success at TIER, you'll lead the digital transformation of customer care by defining and executing the product vision for automation, AI, and CRM systems. This role is impactful because you'll directly reduce support costs while improving customer experience across European markets, embedding AI-driven solutions into TIER's core operations. You'll bridge product, engineering, and customer care teams to scale tech-enabled support products that align with TIER's sustainability mission.

💡 A Day in the Life

A typical day involves collaborating with engineering teams on AI/chatbot feature development, analyzing customer care data to identify automation opportunities, and mentoring team leads across tooling and process management. You might review pilot results for new self-service features, ensure compliance with GDPR in customer care solutions, and align product roadmaps with TIER's sustainability goals through stakeholder meetings.

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Interview Prep

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🎯 Who TIER Mobility Is Looking For

  • Has 7+ years in product management or customer success with 3+ years leading multidisciplinary teams in customer care/support platforms
  • Demonstrates hands-on experience implementing automation/AI solutions (chatbots, self-service) and scaling CRM/ticketing systems in a tech company
  • Possesses strong technical acumen to collaborate with engineering/data teams on architecture decisions, particularly for mobile or transportation platforms
  • Shows proven ability to optimize operational workflows using data-driven approaches to improve KPIs like NPS, CSAT, and resolution time

📝 Tips for Applying to TIER Mobility

1

Highlight specific examples of AI/automation implementations you've led in customer care, quantifying impact on metrics like resolution time or cost reduction

2

Demonstrate understanding of TIER's integration challenges by mentioning experience with platform integrations (like 'core Dott platforms' referenced in the JD)

3

Tailor your resume to show leadership in both product strategy and operational excellence, as this role bridges product management and customer care operations

4

Research TIER's specific markets (German cities plus other European operations) and mention how you'd adapt solutions for different regulatory environments

5

Include any experience with sustainability-focused companies or transportation/mobility sectors to show alignment with TIER's mission

✉️ What to Emphasize in Your Cover Letter

['Your experience defining product roadmaps for customer care with focus on automation/AI and digital support channels', 'Specific examples of scaling tech-enabled support products while meeting regulatory/privacy standards (crucial for European mobility)', "How you've led teams across Tooling, Process, Knowledge, and Vendor management disciplines", "Why TIER's mission of sustainable urban mobility resonates with you and how you'd advance it through customer success innovation"]

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → TIER's specific markets in Germany and Europe, including their partnerships with cities and public transport systems
  • → TIER's sustainability initiatives (climate neutrality goals, vehicle design, battery swapping technology)
  • → Recent news about TIER's expansion, funding rounds, or competitive positioning against Lime, Voi, etc.
  • → The 'Dott platforms' mentioned in the JD and how TIER's technology stack supports customer operations

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Walk me through your experience implementing chatbots or AI-driven support tools from ideation to scaling
2 How would you approach integrating customer care solutions with TIER's core platforms while ensuring data privacy compliance?
3 Describe a time you improved operational KPIs (SLAs, NPS, CSAT) through process automation
4 What strategies would you use to mentor a multidisciplinary team across Tooling, Project, Knowledge, and Vendor management?
5 How do you balance automation with maintaining quality customer experience in a mobility service facing regulatory complexity?
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⚠️ Common Mistakes to Avoid

  • Applying with generic customer success experience without showcasing specific automation/AI implementation examples
  • Focusing only on product management without demonstrating operational excellence in customer care workflows
  • Neglecting to address regulatory/compliance aspects crucial for European mobility services and data privacy

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to TIER Mobility!

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